Patient Monitoring Technical Support Engineer (Atlanta, GA)

Patient Monitoring Technical Support Engineer (Atlanta, GA)

Organization Description:
Philips Medical SystemsA 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'.


Philips Medical Customer Care Service Center


Your Responsibilities:
Philips Medical Systems is seeking a Technical Support Engineer to provide remote customer and field support for Patient Monitoring, Holter and Cardiac Resuscitation 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:*Customer Service to include:· 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· 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*Metrics and Business Results to include:· Provide direct input in Knova and other knowledge based tools· Responsible for timely and accurate submission of individual scorecard results· Assist RTAC Management with technical evaluation and training of Service Engineers and makes recommendations regarding formal technical training requirements· Manage company assets effectively including parts inventory levels, tools, test equipment calibration and business expenditures, etc. per company policy or procedure· Provide input to technical support manager to support the company in improving profit contribution by ensuring that cost effective solutions are utilized in solving technical product issues· Ensure compliance to training requirements and records*Teamwork to include· Provide a positive, cohesive company image when discussing the company, products, and management decisions, etc with the internal and external customer· Take a leadership role in personally owning the customer support experience through support as a resource to the goals of the team· Escalate, own, and remains focused in driving the resolution of issues through the appropriate channels and teams members, using highly effective communication skills· Assess complex problems, collects data, establishes facts, helps less experienced technical support engineers to define an action plan, and drive the plan to resolution· Mentor less experienced engineers and Tier 1 agents on product knowledge and customer satisfaction skills


Your Profile:
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 and / or Supporting Medical or IT Equipment · Must demonstrate experience in specified modality or possess A+ or Net+ Certification· 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, (can vary from 10 - 50%)