Location: USA
Company: Philips
Job Position: Remote Service Engineer
JOB DESCRIPTION:
Qualification:
Education & Experience
Associates Degree in an IT related field and/or 5 + years providing remote software support in the healthcare space
- Proficiency in database systems such as Oracle/MS SQL server and general knowledge of HL7, DICOM and other IHE related protocols
- General knowledge Healthcare related interface engines and Windows operating systems
- Strong communication skills, both written and oral, and strong documentation skills
- Ability to demonstrate strong customer relations skills, inspire confidence and communicate with customers from different customer levels in a professional manner
- Self-motivated, ability to work autonomously and be a strong team player
- Ability to work effectively under pressure to a tight deadline
- Willingness to travel up to 10%
Job Selection Process:
Troubleshooting and facilitating the resolution of technical, system and application issues.
- Managing multiple technical issues with varying severity, ensuring that cases are prioritized accordingly to severity/impact.
- Working collaboratively with customer Radiologists, Cardiologists, clinical, administrative staff and IT staff, as well as Carestream Customer Care Level 2 and Level 3 experts, to resolve all customer reported issues.
- Engaging third party vendor support, as required, per standard operating procedures.
- Documenting customer reported issues and corrective action taken, to resolve problems.
- Participating in a scheduled 24x7 on-call shift rotation for the support of the HCIS products.
- Promoting teamwork within HCIS and ensuring global technical standards have been met, while building effective relationships with the service and engineering teams.
- Pro-actively sharing knowledge, creating knowledge articles and contributing to problem solution database.
- Contributing to service initiatives and activities to enhance the service experience.
- Ensuring customer satisfaction as measured by customers: knowledge of customer business operations, response time, resolution time, and communication and employee attitude.