Posted on Oct 12th 2019

Technical Support Specialist

中国,北京,北京

Full time

336773

保存职位

Posted on Oct 12th 2019

中国,北京,北京

Full time

399715

保存职位

Job Title

Technical Support Specialist

Job Description

Title: Technical Support Specialist

In this role, you have the opportunity to

Join a fast-growing Philips venture, disrupt a billion dollar industry and touch millions of lives by developing a unique medical device solution. Your challenge will be to support the global sales organization with a primary focus on China, in a challenging phase of aggressive growth. You’ll take ownership of installing and resolving assigned technical issues (PM/CM), in an efficient and timely manner This role offers the unique opportunity to be an entrepreneur and be part of this journey.

In this position, the Technical Support Specialist is a creative thinker that analyzes complex problems, collects data, establishes facts, draws valid conclusions, develops & executes corrective action plans. All with the goal to drive customer satisfaction (NPS) and securing long term business results. The Technical Support Specialist is also responsible for installing the systems, setting to work as well as any required HW and SW updates/upgrades.

The Technical Support Specialist is also involved in the New Product Introduction process by supporting new products and installations both on site and remotely. Part of the role is also to provide feedback on problem and (potential) product improvement towards the stakeholders within the EPD venture (a.o. R&D, Operations, Service).

You are responsible for

  • Providing installation & technical support to healthcare providers for issues relating to the EPD Kodex product. Monitoring current procedures to ensure compliance with set standards.
  • Providing training to distributors to help them build a FCS/customer service team in order to providing competent FCS/service by themselves in the near future.
  • Coordinating with Quality Assurance to ensure customer satisfaction.
  • Promoting and maintaining high quality support standards within the Technical Support department.
  • Resolving hardware and software issues (either remotely or on-site).
  • Providing HW and SW updates on the Kodex products, to ensure state-of-the-art product availability for healthcare providers
  • Documenting and analyzing product performance and failure information.
  • Participating in new product training (as required when new products are launched).
  • Complying with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position.
  • Providing product training to field service and field sales teammates for Kodex systems.
  • Writing technical procedures for use in the field.
  • Supporting and complying with all applicable EPD corporate, regulatory, and Quality System requirements, including identification and communication of potentially reportable events and performing and documenting complaint investigations.

You are a part of

Philips EPD Solutions, a recently acquired venture with ambitious plans for growth, developing a disruptive technology, which will improve the efficiency and efficacy of life-saving cardiac ablation procedures treating among others atrial fibrillation. EPD’s technology has the potential to address the key unmet need of real-time therapy assessment, which is one of the more significant limitations of the current standard of care. We aim to help to improve outcomes for millions of people and help maintain the rapidly rising cost of managing the disease. Having obtained CE mark in 2018, we are preparing for a commercial product launch in Europe, US and other territories and are seeking regulatory approvals around the world.

To succeed in this role, you should have the following skills and experience

  • Associate Degree or above in Customer Service, Electrical Engineering, Biomedical Engineering, Software Engineering or 7 years of experience of related field
  • Experience with EP and/or Cath lab setup, supporting customers during live cases, by following the local standard and local regulations.
  • Ability to coach and mentor technical staff
  • Excellent analytical skills; ability to learn quickly
  • Expertise in the clinical use of imaging-based tools is a plus
  • Excellent verbal and written communication skills
  • Proficiency in English
  • Willingness to travel (up to 50%)
  • Ability to work cohesively and effectively with employees at all levels / departments of the organizations.
  • Must have excellent interpersonal communication skills as well as being a motivated team player.
  • Self-starter, self-motivated

In return, we offer you

A path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this market-based role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.

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 improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

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Over 125 years ago, Frederik and Gerard Philips started a small light bulb company in Eindhoven. Little did they realize that it would become a global force of innovation, committed to improving billions of lives worldwide. But it did. Today, Philips is a world leading health technology company with a vision to make life better for people worldwide through meaningful innovation. Making good on this promise depends on our passionate, inspirational, collaborative and diverse team. We have over 80,000+ brilliant people around the world but are always looking for more. Like-minded, motivated, focused minds to join us in creating a healthier, more connected society while tranforming themselves personally and professionally. Working at Philips is more than a job. It's an experience filled with unexcepted moments that will transform you in lasting and positive ways. Help us improve the world for the better while building a career that no one could have planned for. Even you.

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