XR Technical Support Engineer 3 (Atlanta, GA)

Philips Medical Systems A leader in Healthcare, Philips Medical Systems is one of the world?s top three medical device companies. Our mission is to improve the quality of people?s lives.

Our focus areas include imaging systems, customer services, information and monitoring systems. We enjoy a number one position in several of these including X-ray, cardiovascular ultrasound, patient monitoring and automatic external defibrillators. Our HeartStart Home Defibrillator brings life-saving technology to consumers in their own homes, where the majority of sudden cardiac arrests occur. It?s just one of the many ways we deliver ?advanced? technology that is ?designed around you? and ?easy to experience?.R-TAC - XRay

Job Description

Philips Medical Systems is seeking a Technical Support Engineer to provide remote customer and field support for Philips X-Ray Products. The Technical Support Engineer will be a product expert and liaison for issue resolution, escalation and communication with PMGs. This position is based in Atlanta, GA. Responsibilities include the following:

? Provides telephone and remote technical support to external and internal customers
? Provides remote technical support for end user problems using the latest remote access technologies
? Resolves customer satisfaction issues by providing solutions to complex technical problems
? Escalates customer satisfaction and product issues for evaluation and action by the factory/PMG and/or Technical Support Manager
? Assist with Viper Escalations
? Support first-of-kind (FOK) installations in the field
? Perform complete and accurate entry of information into CRM
? Perform call monitoring to ensure customers' needs are met
? Provide on-site support in critical customer situations, as determined by their manager
? Takes a self-directed leadership role in the support and resolution of technical issues
? Improves customer satisfaction and company profitability by timely resolution of technical product issues

Requirements

We are seeking candidates with the following:

*Knowledge, Skills and Abilities
? Excellent customer service skills
? Ability to work cohesively and effectively with employees at all levels of the organization
? Ability to handle multiple simultaneous demands and prioritizes work with minimal supervision
? Excellent organizational and time management skills
? Ability to type a minimum of thirty (30) words per minute
? Proficiency with Microsoft Office applications

*Education and Experience

? Bachelor of Science Degree Preferred in one of the following disciplines:
Computer Science, IT, Electrical Engineering, Electrical Engineering Technology or other relevant discipline
? Minimum 5 Years servicing X-Ray equipment
? 3 Years Experience in High-Volume Call Center Environment Preferred

*Other Requirements
? Shift work may be required
? Scheduled on-call availability required via phone or pager
? Varying travel required as directed by modality manager.
Philips is an Equal Opportunity Employer.
Job ID 36456