Philips Technical Support Specialist - Customer Service 

Belgium, Flemish Brabant 

784001138

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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