Technical Support leader, CT

Job Responsibilities:
Offers technical support for the complaint handling unit and contributes to the complaint review board to ensure the desired quality level of complaint feedback.
Reviews and updates knowledge articles using central knowledge repositories authors new knowledge articles and archives outdated ones as necessary working under limited supervision.
Provides technical expertise for escalations and determines the required support for resolving customer problems escalating severe issues to Leadership for awareness and support.
Conducts thorough root cause analysis post-escalations and initiates corrective actions preventing the recurrence of similar incidents in the future.
Collaborates with the market and performance manager to develop and deliver knowledge-sharing sessions enhancing the skills and expertise of FSE (Field Service Engineers) for faster resolution of customer issues.
Consults with cross-functional teams regarding suspected security events and develops appropriate action plans for escalated security events.
Provides crucial support for New Product Introductions (NPIs) including Field Factory Installations (FFI) First of a Kind (FOK) initiatives and Field Monitoring Activities (FMT).
Addresses customer product inquiries via telephone email or chat sessions leveraging strong interpersonal skills and in-depth technical product knowledge to provide exemplary customer-centric service.
Utilizes expertise to troubleshoot issues related to malfunctioning electro/mechanical equipment or software applications offering informed recommendations for corrective action to ensure prompt issue resolution.

Minimum required Education:
Bachelors/ Masters Degree in Engineering Medical Science or equivalent.

Minimum required Experience:
Minimum 2 years of experience with Bachelors in areas such as Technical Troubleshooting Customer Service preferably in the Healthcare Industry or equivalent OR no prior experience with Masters Degree.


Preferred Skills:
Root Cause Analysis (RCA)
Troubleshooting
Escalation Management
Documentation & Reporting
Continuous Improvement
Product Repair & Maintenance
IT Networking
Regulatory Requirements
Engineering Fundamentals
Remote Support Tools & Techniques
Technical Acumen
Electronics Fundamentals
Compensation & benefits
Doing meaningful work should come with fair transparent rewards. The base salary range for this role is MinMax. We determine pay within the range using objective factors like the skills the role requires your relevant experience and the responsibility youll have in this role alongside internal equity and local market considerations.
This role is eligible for bonus/incentive with your rewards linked to KPIs/company results. Well share the full approach with you during the interview process so you can make a clear informed decision. Benefits include key benefits.
How we work together
We believe that we are better together than apart. For our office-based teams this means working in-person at least 3 days per week. Onsite roles require full-time presence in the companys facilities. Field roles are most effectively done outside of the companys main facilities generally at the customers or suppliers locations.
About Philips
Are you ready to do the work of your life to help the lives of others Learn more about our business discover our rich and exciting history and learn more about our purpose.
If youre interested in this role and have many but not all of the experiences needed we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care.