Technical Support Specialist Spectranetics
7 dagen geleden

Job Description

In this role, you have the opportunity to

Take ownership of resolving the assigned (escalated) technical issues, in a efficient and timely manner. As the Technical Support Specialist you will be the main contact for technical support questions regarding the Spectranetics Excimer laser products.

In this position, you will be the 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 performing analyses and applying problem solving techniques in order to provide support across the assigned modality.

You will be supporting and providing technical assistance as the modality expert and be available as a consultant over the phone / email / chat, but also for site visits.

The Technical Support Specialist is also involved in the New Product Introduction process by supporting new products and installations both on site and remotely.

Information is shared bi-directionally among key markets, regional and national service teams. Part of the role is also to provide feedback on problem and (potential) product improvement towards the stakeholders within the BU (a.

o. R&D, Service). The Technical Support Specialist has the additional responsibility to instruct the key market teams in the repair / solution process utilized, if necessary.

You are responsible for

  • Providing technical support to healthcare providers for issues relating to Spectranetics Excimer laser products. Monitors current procedures to ensure compliance with set standards.
  • 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.
  • 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 Spectranetics Excimer laser systems.
  • Writing technical procedures for use in the field.
  • Supporting and complying with all applicable Spectranetics 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

    The global IGT Field Support department (17 FTE), which is not only the central position between the field service organizations and the Business Unit, but between product development and operation performance as well.

    It has a broad scope that brings not only technical depth, but delivers a great network with multi-disciplinary aspects.

    The team is one of the central BU teams that with a window on the world pro-actively collects / detects feedback on product deviations and report this back into the BU in order to improve products, processes and tools.

    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
  • Excellent analytical skills; ability to learn quickly
  • Medical device industry experience is a plus
  • Excellent verbal and written communication skills (fluent in English, second language preferred)
  • Willingness to travel. Travel will be determined according to business requirements (20-30%)
  • 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
  • Ability to coach
  • 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. Furthermore, Philips University is available to all employees for learning and development opportunities.

    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.

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