Remote Support Engineer

Based out of: Any part of New Zealand (Candidates from Australia can be considered as well) Philips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2025. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems. With nearly 40,000 employees working in 100 countries, we are committed to helping create meaningful moments of care, whether in the hospital room, the living room or the boardroom. Being a part of Philips Healthcare means having an opportunity to drive your career in an organisation where there is an incredible diversity of function, skill and geography. We are a fascinating business to be a part of, a global leader in our chosen fields with a strong emphasis on creating impact through meaningful innovation. Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all. Your opportunity: We have an opportunity for a Remote Service Engineer to join our NSW team. Reporting to the EDI Service Operations Manager, this position is focused on delivering advanced technical service support expertise to our customers, creating experience without equal every day. As a Remote Service Engineer, you will thrive in providing high touch interactions with customers to provide information in response to first line technical support with inquiries about products and services, problems and services requests raised by customers (internal or external), embedding a First Time Right approach. You will work collaboratively with Technical Support, Technology and District Service teams to remove barriers and facilitate an exceptional and consistent experience to our customers. Your key main responsibility will be:

• Responsible for answering customer calls and documenting all technical and non-technical details in company CRM that provides as a record of actions taken to resolve issues. Restoring service to degraded systems as quickly as possible by diagnosing and troubleshooting technical issues.
• Analyze high priority issues like application down/degraded and quickly work with specialty teams to recover the systems to ensure minimal downtimes.
• High and effective levels of communication with our customers and internal stakeholders. Monitor alerts generated by the system and taking the appropriate actions to resolve the alerts.
• Document technical knowledge
• Ensure both internal and external customers are kept informed as to next steps and in particular of any delays which may have an impact on the job
• Escalate technical issues when required as well as support field engineers with technical knowledge whilst performing handover

To succeed in this role, you’ll need a customer-first attitude and the following:

• Minimum 3 years’ experience in a similar role (Healthcare IT support would be beneficial) Experience in troubleshooting software systems and hardware
• High levels of communication both verbally and written Ability to work remotely and part of a dynamic team
• Strong knowledge on PACS (Picture Archival Communication System) in Hospital environment
• Area of Experience: Healthcare Product(s) support (PACS / DICOM / HL7 / SQL)
• MySQL Database administration, Troubleshooting Database problems

We know just how important direct interactions are and work is more engaging when we are more frequently face-to-face, and that we experience better collaboration which drives innovation. While we have many different types of roles across Philips most require a combination of in-person collaboration with colleagues and partners, usually at a Philips location, and individual focus time, which can be done remotely. Why should you join Philips? Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you. Philips is an equal opportunity employer committed to building and supporting an inclusive workforce that reflects the diverse communities we operate within. Your application will be fairly assessed, regardless of your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran or disability status. We’re living this commitment through our Reconciliation Action Plan and employee-led resource groups, and we encourage people from all backgrounds, including Aboriginal and Torres Strait Islander, Māori and Pacific Peoples, to apply. Should you require assistance during your application process due to accessibility reasons, we will accommodate this upon request.

About Us

At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life. For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health. We’re committed to building a diverse and inclusive workplace culture where people feel heard, valued and connected. Because we know the possibilities are unlimited when people feel empowered to grow and succeed together. It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members , marital or domestic partner status, or any other category protected by federal, state and/or local laws. As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance. Equal Employment and Opportunity Employer/Disabled/Veteran #J-18808-Ljbffr