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In this role you have the opportunity to resolve customer technical requests remotely, ensuring efficient solutions before dispatch. You’ll collaborate with the team to address service needs, including upgrades and installations, while delivering excellent support through various channels.
The preferred location for the role is Eindhoven or Vienna, but the role can be filled remotely from any EU country.
Your role
Main tasks
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Responsible for the qualifying customer calls for EMR&CM product calls for geographical territory & customers assigned.
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Operate as the L1 responder for EMR-CM products, find and establish problem solution for technical problems
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Answer basic questions about application and configuration of EMR&CM products
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Find and establish problem solution for basic application problems
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Communication link between field organization and BU
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Provide onsite visits to keep the systems up to date and working.
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Provide customer training for EMR&CM products.
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Act as a technical liaison with Customer, Field organisations, Business Units and 3rd party companies.
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Works with the BU to test hot fixes and future releases EMR&CM products.
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Understand and keep up to date with current technology.
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Understand and keep up to date with the technical requirements of the assigned products.
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Execute Administrative tasks on time and to requirement
Solution Center Call Qualifying
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Qualifies and prioritizes rapidly and effectively all incoming calls, customer needs and problems
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Documents the call according to the quality system and performs the qualification
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Finds, communicates and implement solutions to the customer’s problems
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Follow up for the case done, until it is entirely solved.
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Keeps Escalation rules.
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Keeps the communication rules and deadlines.
Soft Capabilities
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Customer Interaction: Establish and maintain contact with customers upon receiving fault reports, ensuring effective communication throughout the resolution process. Build strong relationships internally & externally.
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Documentation: Document and report safety-related defects or risks in line with the customer feedback process. Share knowledge with peers via the knowledge articles platform.
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Solution Communication: Explain solutions to customers team, confirm understanding, and maintain accurate documentation of accepted tickets.
For applicants from Austria:
The minimum annual salary according to the Austrian Collective Agreement is € 59,015.46 /gross with the willingness to overpay. The actual annual target salary is in line with the market and will be determined depending on your qualifications and experience.
You are the right fit if:
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Min. bachelor’s degree in computer science or medical informatics or other equivalent
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Skills in PC platforms (Microsoft Windows OS)
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Skills in Windows Server Operating Systems
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Skills in Windows SQL Server 2012 and higher
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Skills in Networking
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Experience of Healthcare IT desirable.
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Some in clinical IT infrastructure.
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Familiarity with standard hospital IT interfaces (HL 7, DICOM, FHIR).
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Understanding of Clinical/Hospital Patient Workflow.
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Strong IT/network skills (JavaScript, XML, SQL, Client/Server).
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Strong foundation level database skills (preferably MS-SQL)
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Communication Skills: Excellent verbal and written communication skills; ability to communicate effectively with both technical and non-technical stakeholders.
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Personal Attributes: Reliability, commitment, and a confident demeanour; strong cross-departmental teamwork abilities.
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Availability: Willingness to work weekends and provide extended emergency service with 24/7 on-call availability when needed.
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Telephone/communication skills
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Driver license for cars
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Good written and verbal communication skills in English & German. French desirable as a 3rd language.
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Knowledge of medical environment and hospital processes desirable
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Ability to interface and communicate with customers and with other internal functions for smooth outcomes to customers
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Ability to work in a fast-changing environment
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Ability to work in a structured, analytical way
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Capable to work independently as well as in a team
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won’t 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.
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Learn more about our business (https://www.philips.com/a-w/about.html) .
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Discover our rich and exciting history (https://www.philips.com/a-w/about/our-history.html) .
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Learn more about our purpose (https://www.philips.com/a-w/about/environmental-social-governance/our-purpose) .
If you’re 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 (https://www.careers.philips.com/global/en/diversity-and-inclusion) .
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