Job TitleTechnical Support Specialist - Healthcare Informatics
Job DescriptionPhilips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation.
Driven by the vision of a better tomorrow.
In this role, you have the opportunity to focus on delivering excellent healthcare informatics product service support expertise to customers.
TheTechnical Support Specialist - Healthcare Informaticsis responsible for providing service support expertise to customers, ensuring high customer satisfaction.
Activities include resolution of incidents, problems, and service requests raised by customers (internal or external).
The role provides a conduit between its area of expertise and the cross-functional teams; comprising Philips EDI (Healthcare Informatics division) as represented by the Service Desk, Solutions Group, Project Office, EDI Sales, and Management.
Key Responsibilities:
Manage and maintain effective communication with customers in relation to logged service requests.
Manage effective communication with internal and external cross-functional teams.
Effectively utilize service tools for the logging, triage, and classification of cases in line with published work instructions, leading to resolution – remotely or onsite.
Monitor cases to ensure SLAs are being met for communication and resolution, escalating cases where SLA breach is approaching, and a case is unresolved.
Negotiate and prioritize case load with the Service Delivery Manager and/or the support team members.
Work on root cause analysis of the incident when needed and work with the Problem management team or Subject Matter Expert for further analysis.
Participate in weekly rotating on-call responsibilities, providing 24/7 coverage.
Work with the team to perform preventive maintenance.
Participate and contribute in cross-functional teams as an active team member.
Document solutions to ensure support teams and other consultants can participate in support and onward development.
Manage and maintain effective communication with customers in relation to logged service requests and project deployment.
Mentor and train customers to maintain their systems.
Resolve technical issues and offer proactive technical support.
Monitor cases that have been assigned to ensure SLAs are being met for communication and resolution.
Meeting project milestones and timelines for tasks/activities that have been assigned.
Work with the technical support team to optimize existing install bases with learnings from deployments.
To succeed in this role, you'll need a customer-first attitude and the following:
Relevant degree in computer science or related technology with 3+ years hands-on experience supporting different customers.
Windows Server Administration experience preferred.
Knowledge of Oracle database, VMware, Hyper-V, Windows Server application, and Network technologies preferred.
Proven proactive, self-starter with ability to assess complicated scenarios, determine action required, and engage appropriately to resolution.
Proven ability to solve problems systematically and effectively, ensuring high customer satisfaction.
Able to write client-side scripts like PowerShell, batch etc.#J-18808-Ljbffr