Philips Iberica SAU
Farnborough, Hampshire
DX Technical Support Consultant (HPM) As DX Technical Support Consultant HPM you are supporting our Partners and Customers to solve / prevent technical issues to ensure as high as possible system availability for patients. The purpose of this role is to improve Customer Satisfaction and Business Performance through Product Performance on a Market level. Ensure efficient and effective service delivery while maintaining customer satisfaction and process compliance for direct and indirect channels across multiple regions (Europe & Growth). The position will act as the technical Escalation Owner with expertise in the respective modality and responsible for escalation management, coordination, and administration, and acts as MPS towards the BIU / BIU Modality Performance Manager network. Provide Remote and on-site 2nd and 3rd line Technical Support on all HPM products. You will provide guidance and training to the DX service organization as a technical expert in the modality community and act as a single point of contact for all technical related matters within DX. Your role: Monitor escalations for the modalities for direct and indirect channels, drive process efficiency and compliance and lift structural issues to the BIU Provides formal Technical Training in the Philips Academy and on site. Consolidate field TOP product issues in the market, justify, prioritize and drive improvement initiatives towards Market organization. Monitor FCO implementation, drive FCO implementation efficiency and compliance, and lift issues to BIU. Analyze the market modality performance data. Initiate, define and deploy improvement initiatives defined in cooperation with the BIU Modality Performance Manager. Consolidate, justify and prioritize field TOP service & process issues in the market and drive improvement initiatives towards Market organization. Advice the Customer Care Center Coordinators or Field Services Engineers about required spare parts and resources. Analyses and gives input for the distributor performance evaluation process. Provide sales support around solution design for complex configurations based on specific customer requirements. Leading on-site First of a Kind Projects/Installations to coach/train local FSE's and project leaders You're the right fit if: Bachelor's/ Master's Degree in Engineering, Medical, Science or equivalent. Minimum 7 years of experience with Bachelor's in areas such as Technical Troubleshooting, Customer Service preferably in the Healthcare Industry. Excellent technical product knowledge in Intellivue products and PICiX. Deep technical expertise in healthcare IT environments and integration tools; Microsoft Windows server knowledge. Networking knowledge and CISCO CCNA are preferred. Strong communication and relationship management skills, with proven ability to work effectively across diverse cultural and language environments. Extensive experience in field customer services, with a solid understanding of customer needs, service delivery, and stakeholder collaboration. Fluent in English, verbal and written in addition to local language (minimum C1 level). Green Belt or equivalent certification. Willingness to travel (about 10%). Project Management, internal and external stakeholder management. Analytical and innovative change leader, experienced in benchmarking and driving change across Philips and distributor networks, with strong coaching skills and a disciplined, self managed approach. Proactive team player, adaptable to change, taking initiative while collaborating effectively and supporting others through coaching and continuous improvement. Good overall business/process knowledge (F&A, CS, Sales, Q&R, Manufacturing).
DX Technical Support Consultant (HPM) As DX Technical Support Consultant HPM you are supporting our Partners and Customers to solve / prevent technical issues to ensure as high as possible system availability for patients. The purpose of this role is to improve Customer Satisfaction and Business Performance through Product Performance on a Market level. Ensure efficient and effective service delivery while maintaining customer satisfaction and process compliance for direct and indirect channels across multiple regions (Europe & Growth). The position will act as the technical Escalation Owner with expertise in the respective modality and responsible for escalation management, coordination, and administration, and acts as MPS towards the BIU / BIU Modality Performance Manager network. Provide Remote and on-site 2nd and 3rd line Technical Support on all HPM products. You will provide guidance and training to the DX service organization as a technical expert in the modality community and act as a single point of contact for all technical related matters within DX. Your role: Monitor escalations for the modalities for direct and indirect channels, drive process efficiency and compliance and lift structural issues to the BIU Provides formal Technical Training in the Philips Academy and on site. Consolidate field TOP product issues in the market, justify, prioritize and drive improvement initiatives towards Market organization. Monitor FCO implementation, drive FCO implementation efficiency and compliance, and lift issues to BIU. Analyze the market modality performance data. Initiate, define and deploy improvement initiatives defined in cooperation with the BIU Modality Performance Manager. Consolidate, justify and prioritize field TOP service & process issues in the market and drive improvement initiatives towards Market organization. Advice the Customer Care Center Coordinators or Field Services Engineers about required spare parts and resources. Analyses and gives input for the distributor performance evaluation process. Provide sales support around solution design for complex configurations based on specific customer requirements. Leading on-site First of a Kind Projects/Installations to coach/train local FSE's and project leaders You're the right fit if: Bachelor's/ Master's Degree in Engineering, Medical, Science or equivalent. Minimum 7 years of experience with Bachelor's in areas such as Technical Troubleshooting, Customer Service preferably in the Healthcare Industry. Excellent technical product knowledge in Intellivue products and PICiX. Deep technical expertise in healthcare IT environments and integration tools; Microsoft Windows server knowledge. Networking knowledge and CISCO CCNA are preferred. Strong communication and relationship management skills, with proven ability to work effectively across diverse cultural and language environments. Extensive experience in field customer services, with a solid understanding of customer needs, service delivery, and stakeholder collaboration. Fluent in English, verbal and written in addition to local language (minimum C1 level). Green Belt or equivalent certification. Willingness to travel (about 10%). Project Management, internal and external stakeholder management. Analytical and innovative change leader, experienced in benchmarking and driving change across Philips and distributor networks, with strong coaching skills and a disciplined, self managed approach. Proactive team player, adaptable to change, taking initiative while collaborating effectively and supporting others through coaching and continuous improvement. Good overall business/process knowledge (F&A, CS, Sales, Q&R, Manufacturing).