IGTD Customer Services and Business Support Engineer

Job Title

Job Description

Join Philips IGT Devices International and contribute to reducing the number of deaths caused by coronary heart and peripheral disease. Our team is dedicated to innovation prevention diagnosis and treatment to improve patient lives. We provide industryleading solutions that help clinicians decide guide treat and confirm the right therapy for each patient in realtime during imageguided therapies (IGT). We are looking for a passionate people to join our international contact centre team in Zaventem. This role will primarily support our global markets ensuring the seamless operation of remote service engineering returns management and technical workflows.

Your role:

• Provide first and secondline technical support to internal and external customers on Philips IGTD (Spectranetics & Volcano Legacy) systems by responding to technical calls and emails troubleshooting issues and following up on reported incidents.

• Manage service complaints perform benchwork to recondition and decommission systems and support customers coworkers and leadership with various technical tasks.

• Oversee Install Baserelated matters globally from the Center of Excellence in Zaventem.

• Provide comprehensive endtoend support to customers in the DACH region (Germany Austria and Switzerland) on complaint handling service entitlement PM coordination and various other responsibilities.

• Create and support the automated generation of Installed Base records in the Installed Base management system using validated data from BIUs and other verified sources including Multivendor thirdparty products and nonmedical products.

• Maintain existing Installed Base records in line with validated change requests while applying objective evidence and notes.

• Conduct regular data accuracy analysis provide data for field audits and incorporate audit results into the maintenance process.

• Enhance customer satisfaction and minimize downtime to drive revenue by adopting a Customer First approach.

• Prepare customer quotes order parts track parts returns and correct service quality records as part of the endtoend process.

• Perform inhouse service for all IGTD systems at the Technical Service Center in Eindhoven Netherlands 13 times per month; drivers license required).

• Occasionally visit hospitals for training and to enhance system knowledge across the Benelux and Europe.

• Visit markets twice per year and customers to better understand field operations and collaborate with sales teams.

• Utilize Sales force CRM and ServiceMax for handling quotes cases error log analysis order processing and e2e complaint handling.

• Handle nearby 35 calls per day in the contact center and manage around 1520 complaints per week.

Youre the right fit if:

• A Bachelors degree or higher in Electronic or Medical Technology or a related field with relevant experience in an engineering or a Customer Service environment.

• Native or nearnative German. Good English both verbal and written. Other languages are welcome.

• The ability to quickly assess problems and determine the appropriate level of escalation.

• A proactive personality who thrives in a dynamic environment.

• The ability to manage demanding stakeholders and lead and inspire an organization.

• Driving license is required due to field visits.

• Training on our systems medical device regulations quality systems and internal processes.

• Proficiency with a wide variety of IT tools most of them browserbased.

• Prior experience with Salesforce servicemax SAP Teams and other tools is preferred.

• Ability to work in the office at least 3 days a week with some flexibility for emergencies.

• Must be open to working on public holidays to support global operations to support emergency needs (excluding Christmas and New Years).

About Philips
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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 commitment to diversity and inclusion here.

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