Remote Service Specialist (m/f/d) Monitoring

Job Title

Remote Service Specialist (m/f/d) Monitoring

Job Description

In this position, you have the opportunity to improve lives. Given the challenges our world faces today, Philips' goal has never been more important. Whatever job you fill with us, if you share our passion to help others, we will work together towards a better and fairer future for all. To contribute to sales and customer satisfaction through independent, always customer-oriented action with quick fault cause identification and resolution.

As a Remote Service Specialist, you will lead the Zone's service organization as a technical expert in the Modality Community and act as a central point of contact for technical questions within the Zone.

Your Job:

• Perform routine requests with low networking and complexity and/or simple customer problems of medical technical systems using remote data connection / telephone diagnosis
• Ensure customer satisfaction
• Analyze causes for simple malfunctions on medical technical systems and create action plans for on-site planning
• Communicate largely known solutions or action plans to customers in accordance with regulatory guidelines
• Perform simple technical modifications (e.g., Field Change Orders) on medical technical systems
• Support account managers, project management, and dealer partners with simple technical questions
• Initiate technical escalations according to process

You should bring the following:

• First experience in technical service
• IT/network knowledge
• E2E process understanding in Request to Resolution, considering all applied tools (especially ServiceMax)
• Customer orientation and strong communication skills
• Resilient and team-oriented
• Structured way of working
• Negotiation-level German and good English skills in spoken and written

You are part of

the Remote CC department, a diverse team of colleagues with a technical background, united by the pursuit of continuously improving customer satisfaction. We work hybrid from the office or from home. Our customers are technical personnel in healthcare facilities (medical technology, IT), as well as our field service colleagues and those from the indirect specialist trade channel.

Philips Benefits for you:

• Annual leave: 30 days
• Mobility: subsidized Deutschlandticket (instead of €58 only €35.10), leasing options for private use (bicycles, cars, smartphones, ...)
• Philips University & Philips in Balance: diverse offers in health as well as professional and personal development
• Philips Pensionskasse: employer-funded pension scheme
• Paid partner time: 2 weeks paid time for partners in connection with the birth of a child
• Philips MyShop: discounted Philips products
• Catering: free drinks & affordable prices in our canteen and Philistro
• Culture: informal 'Du' culture, one paid day for voluntary work, diverse team/culture activities (on sustainability, diversity, ...), etc.

About Philips

As a health technology company, Philips prioritizes the well-being of everyone. Every person, wherever on our planet, deserves first-class healthcare. Ensuring patient safety and quality is our top priority in our daily work. We believe in this and we stand for it every morning. You too can do the job of your life to improve the lives of others.

• Learn more about our Business here.
• Discover our rich and eventful history.
• Learn more about our Vision.

If you are interested in this job, apply even if you do not yet meet all requirements. Perhaps you are exactly right for this or another job at Philips.

At Philips, we promote equal opportunities. All qualified candidates will be considered equally in our selection process regardless of skin color, religion, age, gender, sexual orientation, national origin, belief, citizenship, disability, or marital status. You can learn more about our commitment to diversity and inclusion here.

Further information can be found in our Inclusion and Diversity Policy. If you would like to learn more about our commitment to human rights, we recommend this report.