Technical Support Service Specialist
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Job Summary
Job Title
Technical Support Service SpecialistJob Description
Philips 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.
But its not just what we do its who we are. We are 80000 wonderfully unique individuals with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers needs. Its what inspires us to create meaningful solutions the kind that make a real difference when it matters most.
The world and our customers needs are changing faster than ever before and while we are proud of what we do already we know we can do more. Thats why we need you to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.
The Technical Support Service Specialistis responsible fordelivering both remote technical support and onsite field service activities for Enterprise Informatics solutions. The role supports software applications servers databases integrations networking components and associated hardware infrastructure deployed at healthcare customer sites.
The individual acts as a frontline technical resource managing incidents troubleshooting system issues performing installations and upgrades and supporting customer operations to ensure maximum system availability and customer satisfaction.
This role combines the responsibilities of a Technical Support Specialist and Field Service Engineer within the Enterprise Informatics Services organization.
Key Responsibilities:
Provide Level 1 and Level 2 technical support for Enterprise Informatics solutions.
Provide support for high severity incidents after hours-basedon a on call roster
Investigate software database infrastructureintegrationand workflow-related incidents.
Troubleshoot issues involving:
Enterprise Informatics Clinical Suite
Clinical Informatics solutions
Windows Server environments
SQL databases
Networking and integrations
Manage cases through ServiceNow and other support systems.
Ensure all activities are documented according to support processes.
Performremoteonsitetroubleshootingand repair activities.
Conduct preventive maintenance and health checks.
Execute software installationsupgradesand patch deployments.
Support system migrations and hardware refresh projects.
Perform configuration validation and post-upgrade testing.
Coordinate onsite activities with customer IT teams and clinical users.
Incident & Escalation Management
Diagnose and resolve moderately complex customer issues.
Participate in critical incident investigations.
Escalate issues to regional and global product teams when required.
Gather logstracesand diagnostic information to support escalation activities.
System Implementation & Commissioning
Support deployment of new systems and solution enhancements.
Assist with system commissioning and acceptance testing.
Validate system readiness before production go-live.
Support customer cutover and hypercare activities.
Customer Management
Act as a trusted technical advisor for assigned customers.
Provide regular updates during incidents and project activities.
Support service reviews and customer meetings.
Maintain strong customer relationships while ensuring contractual SLA commitments are met.
Knowledge Management
Contribute to technical knowledge articles and troubleshooting guides.
Document recurring issues and recommended solutions.
Share best practices across the APAC supportorganization.
Compliance & Quality
Follow Philips quality processes and cybersecurity requirements.
Adhere to customer security and access procedures.
Ensure compliance with healthcare industry regulations and site safety requirements.
Escalate any safetycomplianceor cybersecurity concerns.
Continuous Improvement
Identify recurring product or operational issues.
Participate in Root Cause Analysis (RCA) activities.
Recommend process improvements to improve customer experience and service efficiency.
Support regional service improvement initiatives.
To succeed in this role youll need a customer-first attitude and the following:
Bachelors Degree or Diploma in Information Technology or Computer Science
1-5 years experience in IT Implementation Healthcare IT Networking Field Service and/or Technical Support
Windows Server Administration experience preferred
Knowledge 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 ensures high customer satisfaction
Self-driven independent humble willingness to learn and team-spirited with learning aptitude.
Exhibits leadership through personal responsibility accountability and teamwork.
Able to write client-side scripts like PowerShell batch etc. preferred
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.
Indicate if this role is an office/field/onsite role.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters and we wont stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
Learn more about our business.
Discover our rich and exciting history.
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 here.
Required Experience:
IC
About Company
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