This is a home-based work opportunity for an experienced Remote Support Engineer to provide support to customers for the Philips Capsule product line, both hardware and software. You will join a driven team of Level 1 Support resources to field incoming customer support calls, investigate technical issues, questions and other issues with the customer.Your role:
Receive, understand, route and handle customer technical requests such as product or service malfunctions.
Document customer complaints, problems and RMAs in documentation system. Work with Capsule Level 2 resources to obtain logs and other information from the customer for the case investigation.
Requests or Incidents can be received via multiple contact channels, which include the creation of Cases or Work orders, Parts requests, and communicating status and providing solutions to the customer to enable Remote resolution, or Diagnosis before dispatch to allow for First visit resolution.
The role is technical in nature and works collaboratively with the wider organization to provide exceptional service to our customers.
Services are not limited to product malfunctions and can be proactive, predictive, upgrades and installations, and can be provided verbally, electronically or remotely or via accessing Philips Remote Service channels.
You're the right fit if:
High school graduate degree level or equivalent desired (preferably in an engineering, medical or science related qualification
2 years of related experience and a minimum of 1-year prior experience in a customer facing role. Competent in IT/Network diagnosis/system connectivity/Remote service preferred
Must be proficient with MS Windows Server 2016, 2019 and 2022; MS SQL is a plus
Must have experience with tools such as Perfmon, Wireshark and experience with Capsule MDIP and/or Capsule Surveillance applications preferred.
You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Office/Remote position
How we work togetherWe 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 company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.This is a FIELD role .About PhilipsWe 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 improve the lives of others.
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Philips Transparency DetailsThe pay range for this position in AZ, AR, ID, IA, KS, KY, LA, ME, MS, MO, NE, NM, OK, SC, SD, TN, UT, or WV is $29.09 - $49.88The pay range for this position in AL, CO, FL, GA, HI, IL, IN, MI, MN, NV, NH, NC, ND, OH, OR, PA, TX, VT, VA, WI, or WY is $30.63 - 43.75 - 52.50The pay range for this position in CA, CT, DC, MA, or NJ is $34.30 - 58.80The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.Additional InformationUS work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.#LI-PH1#LI- FIELDIt is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.Equal Employment and Opportunity Employer/Disabled/Veteran
Full-time