Philips IGTD Customer Services Business Support Engineer 

Belgium, Flemish Brabant 

676798464

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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