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For your reference, we have included the original job posting below.
Customer Service Engineer
Job Number:
25850456
Company Name:
Philips
Job Location:
Toa Payoh, SG
Job Category:
Information Technology
Customer Service Engineer
Customer Service Engineer
Job ID 68515 Location: Singapore - Toa Payoh
Experience Level: 3-5 years
Education Level: High School
Type of Function: Full-Time Regular
Travel Percentage: 0
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Organization Description: We simplify healthcare by focusing on the people in the care cycle - patients and care providers. Through combining human insights and clinical expertise, we aim to improve patient outcomes while lowering the burden on the healthcare system. Philips delivers advanced solutions for both health professionals, to meet the needs of patients, and empowered consumers for affordable healthcare whether in hospital or at home.
Some product highlights: 256-slice Brilliance iCT scanner, Integrated cath lab, Avalon FM 20 & FM 30 fetal monitors, Ambient Experience MR and CT systems, Philips Lifeline's personal emergency alert service.
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Your Responsibilities: The role requires working in a Philips Response Center or at customer sites, as part of the support team responsible for successful maintenance and support of the Philips HI solutions, as well as participating on several projects assisting the project team responsible for the successful delivery of these projects. This role covers the geographic area of Singapore/ASEAN.
1) HI Order Acquisition Process .Understand and keep up to date with current technology. .Understand and keep up to date with the technical requirements of the assigned products. .Assist in the definition of the requirements of the solution. .Define the technical responsibilities of the customer. .Prepare demonstrations. .Assist with demonstrations.
2) HI Customer Support and Project Delivery Process .Provide Corrective Maintenance services, either through remote access or at customer site, ensuring that issues are promptly attended to and resolved .Provide pro-active maintenance of customer installations. .Manage the implementation of Field Change Orders, upgrades and End of Life Programs. .Manage escalations and act as technical liaison with Central teams or Business Units, using applicable Philips tools and systems for tracking and managing these escalations. .Assist with solution installations and Upgrades as directed by the Project Manager. .Liaison with third parties, and potential 1st line service providers on technical matters. .Testing the installed solution works technically. .Integration specification and configuration. .Work with customer to ensure the solution sits correctly within his technical environment and that remote links are facilitated.
3) Quality & Regulatory (Q&R) .Responsible for reporting customer feedback according to applicable quality standard policy and follow up relevant assigned quality & regulatory training in a timely manner.
Your Profile: Education & Experience are as follows:-
.Solid background in ICT engineering. .Detailed knowledge of MS Windows, UNIX and Linux operating systems. .Good understanding of client server environments, domain configuration, networks, databases, SQL, virtualisation. .Experience of Healthcare IT desirable. .Understanding of HL7 and DICOM desirable. .Experience of hospital HIS / Lab system desirable.
Competencies requirement are as follows:-
.Excellent communication both verbally and in writing. .Strong interpersonal and communication skills. .Willingness to work outside normal hours. .Willing to travel. .Ability to work to critical targets often in stressful situations. .Ability to build trust and relationships with customers. .Ability to work on own initiative. lity to understand customer requirements and needs. .Technical understanding of solutions. .Project organizational ability. .Ability to understand complex technical issues. .Understanding of migration and integration. .Ability to configure and test integration.
