Job title
National support specialist-midwest- (ohio/michigan)
Job description
In this role, you have the opportunity to:
Provide on-site and phone support to the field service organization, as required, to resolve complex technical problems and product issues within a given modality that are beyond the capabilities of the local field service engineer related to: new product introduction, first of kind installations, transfer of knowledge, primary interface to the product mfgGroup, assigned service escalations, and remote support and drive material usage efficiency within the districts assigned to them.
You are responsible for:
Fse support & development:
Assure fses use appropriate troubleshooting and repair methodology
Provides leadership, training and technical assistance to the field organization as the modality expert; must be available for not only site visits but as a consultant over the phone to any field based associate (sales, clinical for example) requiring assistance.
Coach & mentor fses ensure excellent customer experience during the repairHave crucial conversations with fse and/or rsm when warranted.
Process adherence - district quarterly reviews, trip reports, fse seminars (technical & process updates)
Assure fses use appropriate part and follow procedures.
Escalation management:
Escalation ownership & management - manages all escalations within their districts - takes a leadership role in the repair solution of technical and product problems plus has additional responsibility to instruct the css and fse in the repair solution utilized and if necessary, passes new information to service programs as to the solution process utilizedCommunicate an action plan and resolution strategy.
Analyze complex problems, collects data, establishes facts, draws valid conclusions, develops and executes corrective action plans.
Assure speed of resolution for technical escalations to include fse-support, troubleshooting & repair processes are followed by all.
Owns assigned technical issues using philips resources (servicemax/ ccsc/ bu) as required.
Accountability for commitments of self and others for escalation resolutionLead triad calls.
District bu-interface for/with the field problem escalation, fpr’s, etc.
Business results:
Support local fse / dsm / cct’s and business with parts review / $5k parts approval process.
Npi – new product introduction – nss supports new products and installations both on site and remotelyInformation is shared bi- directional including fse’s, bu, and rse’s that support npi.
Proactive monitoring and reporting for high activity sites (has), tpr, parts usageLead improvement strategies and initiatives.
Business results - manage high activity site strategies, material usage reduction initiatives
You are a part of:
North america ssd service operations, supporting michigan and ohio territories.
To succeed in this role, you should have the following skills and experience:
2 year/ associates degree required; 4 year technical degree preferred
5+ years servicing dxr equipment required -10+ years preferred.
Demonstrated skills and experience with it networking technology.
Experience with electronic circuit boards, processors and computer hardware including applications and programmingPc competencyDemonstrate electronics and mechanical ability.
Excellent verbal and written communication skills.
Proficient at resolving problems remotely
Ability to work cohesively and effectively with employees at all levels / departments of the
Organizations.
Demonstrated leadership skills.
Disciplined and timely use of customer escalation tools and processes.
Travel will be determined according to business requirements
Self-starter, self-motivated
Must be located in ohio or michigan
Why should you join philips?
Working at philips is more than a jobIt’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 continuumOur people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.
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 blogOnce there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.
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 workforceIn 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
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