Igtd Customer Services Business Support Engineer jobs at Philips in Belgium

In this role, you will have the opportunity to join a global leader in the HealthTech industry and play a key role within our Benelux Services & Solutions organization. Your primary focus will be on supporting Hospital Patient Monitoring (HPM) systems, ensuring they run reliably in critical healthcare environments. As our installed base evolves and customer needs develop, you will also have the chance to participate in additional product trainings to broaden your expertise and grow with the role.

Your role:

• Perform service activities such as Preventive Maintenance (PM), Corrective Maintenance (CM), fault-finding, upgrades, and modifications, in line with Philips’ quality standards and policies.

• Install HPM systems according to Philips standards, ensuring quality, accuracy, and timely delivery, including testing complex networks that handle real-time patient data.

• Carry out a variety of interventions (electronic, mechanical, hydraulic, and IT-related).

• Maintain a holistic view of systems, considering both technical and clinical (user) perspectives.

• Ensure completeness and accuracy of service records, with special attention to test and verification results.

• Provide timely and accurate submission of service data, reports, and other administrative tasks.

• Escalate issues in a timely manner to our Western Europe service support team.

• Act as a brand ambassador for Philips Health Systems, serving as the primary liaison with customers on both technical and administrative matters.

• Participate in on-call/consignment duty outside regular office hours, as required.

• Attend and successfully complete required product and quality trainings, both locally and abroad.

You're the right fit if:

• Technical background in electronics, IT, or related fields; interest in IT/network solutions is a plus.

• Excellent communication and customer-facing skills.

• Good at identifying and maintaining customer relationships and related contacts.

• Independent and service-minded with a logical and methodical approach to problem solving.

• Structured, organized mindset with a high level of personal integrity and self-discipline.

• Fluent verbal in French and English language.

• Home residence located in Namur-Liège.

• Driving license (B).

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In this role you will be responsible for the upcoming launches of new systems and ensure driving demand for the One IGT proposition

Your role:

In-line with our global strategy, you are responsible to generate the specific international strategy for our IGTD Systems. Ensuring advocacy of successes and working towards the One-IGT value proposition are key in this role:

• Define and Execute the go-to-market approach for assigned portfolios of products, solutions, and services, meticulously analyzing market trends and customer insights to ensure precise alignment with international and global marketing strategy

• Collaborate with global and international marketing team, market intelligence and sales leadership to prioritize target accounts, market segments, and growth opportunities.

• Build reference sites, customer testimonials, and clinical proof points that resonate with the local audience. Partner with KOLs and professional societies to strengthen Philips’ position in the local market.

• Ensure seamless execution of new product introductions and launches, providing comprehensive support to the global and local teams and maintaining rigorous adherence to project timelines. Ensure flawless execution and synchronized strategy implementation that drives optimal market launch outcomes.

• Work under limited supervision and broad guidelines, providing expertise and support as the primary contact, ensuring that strategic annual marketing plans are not only well-integrated but also adapted to regional nuances and customer needs.

• Drive adoption and utilization of our devices technology and define specific programs for One IGT ‘s unique value proposition.

• Provide strategic insights into annual marketing plans, conducts thorough competitive analyses and developing highly tailored value propositions that resonate deeply with targeted audiences and effectively address their pain points.

• Create market development initiatives for key markets to increase clinical adoption to our technology. Organize and execute customer engagement activities such as workshops, demos, webinars, and clinical events.

• Create and implement comprehensive omni-channel marketing initiatives to maximize impact.

• Analyze comprehensive category analytics and consumer insights to proactively drive continuous performance enhancement, identifying and addressing critical knowledge gaps to optimize consumer engagement and foster robust stakeholder collaboration. Accordingly, develop adoption and commercialization innovative initiatives.

You're the right fit if:

• Bachelor’s degree in Marketing, Business, Healthcare, or related field.

• 3–5 years experience in downstream marketing, preferably in healthcare, medtech, or related industries.

• Strong execution skills with the ability to adapt global strategies for local impact.

• Excellent presentation, communication, and stakeholder management abilities.

• Knowledge of image-guided therapy, interventional systems, or healthcare technology is a plus.

• Willingness to travel 30-40% of time

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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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 culture of impact with care .

Your role:

• Support the sales team and customers in day-to-day operations.

• Perform a wide range of sales-related activities, varying in complexity.

• Ensure timely creation, execution, and fulfillment of sales system orders.

• Manage order status, deliveries, and billing in accordance with market and legal requirements.

• Create customer-facing documentation and invoices aligned with fiscal and compliance standards.

• Follow up on customer complaints and complex operational requests.

• Act as a first point of contact for market or business escalations.

• Collaborate with demanding stakeholders, ensuring first-time-right and on-time solutions.

• Use IT tools such as SAP, SFDC, CRM, and APPTUS to support and streamline sales processes.

• Apply lean methodology to identify process improvements.

• Demonstrate daily commitment to Philips Leadership Competencies and the 4 Key Behaviors - Self driven, goal oriented, proactive, improvement oriented

You're the right fit if:

• You have 2–3 years of experience in a similar customer- or sales-focused role and bachelor’s degree in business administration or a related field.

• You are fluent in English and native or near native in German - mandatory

• Preference in SAP knowledge and proficiency in Microsoft Office (Excel, PowerPoint).

• You are self-driven, goal-oriented, proactive, and constantly seeking improvement.

• Possess excellent communication skills and can engage with demanding stakeholders.

• Strong attention to detail and can manage complex order flows.

• Experienced in handling operational escalations and customer complaints with professionalism.

• You are comfortable using a range of IT tools to support your daily tasks and drive efficiency.

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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Your role:

• Provide first- and second-line technical support to internal and external customers on Philips IGT-D (Spectranetics & Volcano Legacy) systems by responding to technical calls and emails, troubleshooting issues, and following up on reported incidents.

• Manage service complaints, perform benchwork to recondition and decommission systems, and support customers, co-workers, and leadership with various technical tasks.

• Oversee Install Base-related matters globally from the Center of Excellence in Zaventem.

• Provide comprehensive end-to-end support to customers in the DACH region (Germany, Austria, and Switzerland) on complaint handling, service entitlement, PM coordination, and various other responsibilities.

• Create and support the automated generation of Installed Base records in the Installed Base management system using validated data from BIUs and other verified sources, including Multivendor, third-party products, and non-medical products.

• Maintain existing Installed Base records in line with validated change requests while applying objective evidence and notes.

• Conduct regular data accuracy analysis, provide data for field audits, and incorporate audit results into the maintenance process.

• Enhance customer satisfaction and minimize downtime to drive revenue by adopting a Customer First approach.

• Prepare customer quotes, order parts, track parts returns, and correct service quality records as part of the end-to-end process.

• Perform in-house service for all IGT-D systems at the Technical Service Center in Eindhoven, Netherlands (1-3 times per month; driver’s license required).

• Occasionally visit hospitals for training and to enhance system knowledge across the Benelux and Europe.

• Visit markets twice per year and customers to better understand field operations and collaborate with sales teams.

• Utilize Sales force, CRM and ServiceMax for handling quotes, cases, error log analysis, order processing, and e2e complaint handling.

• Handle nearby 3-5 calls per day in the contact center and manage around 15-20 complaints per week.

You're the right fit if:

• A Bachelor's degree or higher in Electronic or Medical Technology, or a related field with relevant experience in an engineering or a Customer Service environment.

• Native or near-native German. Good English, both verbal and written. Other languages are welcome.

• The ability to quickly assess problems and determine the appropriate level of escalation.

• A proactive personality who thrives in a dynamic environment.

• The ability to manage demanding stakeholders and lead and inspire an organization.

• Driving license is required due to field visits.

• Training on our systems, medical device regulations, quality systems, and internal processes.

• Proficiency with a wide variety of IT tools, most of them browser-based.

• Prior experience with Salesforce, servicemax, SAP, Teams, and other tools is preferred.

• Ability to work in the office at least 3 days a week, with some flexibility for emergencies.

• Must be open to working on public holidays to support global operations to support emergency needs (excluding Christmas and New Year's).

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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Your role:

• Providing first and second-line technical support to internal and external customers on Philips IGT-D (Spectranetics & Volcano Legacy) systems. This includes responding to technical calls and emails, troubleshooting, and following up on reported incidents.

• Managing service complaints, performing benchwork to recondition and decommission systems, and supporting customers, co-workers, and leadership with various tasks as a technical expert.

• Handling service-related matters globally from the Center of Excellence in Zaventem.

Other responsibilities include:

• Offering first and second-line customer service (technical) support via phone or email to customers, including end users, IGT-D field sales and service employees, distributors, and third-party service providers.

• Improving customer satisfaction and reducing downtime to drive revenue by working with a Customer First approach.

• Managing service complaints end-to-end, ensuring full compliance with the Quality Management System, documenting all service activities and complaints, and following up on open cases to ensure customer satisfaction within timing targets.

• Quoting customers, ordering parts, following up on parts returns, and correcting service quality records as part of the end-to-end process.

• Providing proactive remote support on connected systems through available IT tools.

• Offering technical input and review for service manuals, bulletins, and other technical documentation as needed, and liaising with internal customers (FSE, Sales Support, Sales Managers, Marketing & Education, Finance).

• Performing in-house service for all IGT-D systems at the Technical Service Center in Eindhoven, Netherlands (1-3 times a month – drivers license required).

• Assisting with technical service training and coaching as needed.

• Performing other duties as required, such as physical RMA processing, reviewing Work Instructions, and various other tasks.

• Occasionally visiting hospitals for training and increasing system know-how in the Benelux and across Europe.

You're the right fit if:

• A Bachelor's degree or higher in Electronic or Medical Technology, or a related field with relevant experience in an engineering or Customer Service environment.

• A proven track record in troubleshooting electromechanical/electronic systems or Customer Service experience, preferably within the healthcare domain.

• The ability to quickly assess problems and determine the appropriate level of escalation.

• A proactive personality who thrives in a dynamic environment.

• The ability to manage demanding stakeholders and lead and inspire an organization.

• Knowledge and understanding of imaging principles is an advantage.

• Proficiency with a wide variety of IT tools, most of them browser-based.

• Prior experience with Salesforce, ServiceMax, SAP, Teams, and other tools is preferred.

• Fluent in English, both verbal and written; native or near-native German speakers are a strongly preferred. Other languages are welcome.

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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