Patient Care

2 weeks ago

Jakarta, Indonesia Philips Full time

**Job Title**: Patient Care & Monitoring Solutions (PCMS)Technical Support Specialist

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

**In this role, you have the opportunity to make life better**
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.

**You are responsible for**
- Provides technical expertise for escalations and determines the support needed for the customer problem (clinical, marketing, R&D).
- Assembles the appropriate escalation team and determines as team the root cause of the issue.
- Develops Action Plans for Escalations and ensures acceptance from the customer.
- Elevates most severe escalations to Senior Leadership for awareness and support, both in BU and market.
- Conducts root cause analysis at the conclusion of escalations and initiates corrective actions to prevent reoccurrence of issues.
- Ensures feedback and safety allegations are submitted as per training on managing customer feedback, as soon as possible but within two business days.
- Develops and delivers knowledge sharing and technical seminars together with the respective BG/market to improve field/remote Specialists productivity and effectiveness.
- Supports the Resource Planner when required, to translate the FCO parts requirements and assist with FCO coordination.
- Supports the FCO Administrator to verify released UAL for missing units within a market.

**To succeed in this role, you’ll need a customer-first attitude and the following**
- BS Computer Science/Biomed disciplines with 6+ years’ experience in Healthcare / IT Technologies.
- Microsoft and other certifications are desirable (i.e. MCTS, MCITP, VM WARE)
- Knowledge of Patient Monitoring systems preferred
- Previous experience working in a hospital environment required.
- Ability to adapt to changing work requirements in a complex, fast pace environment.
- Strong organizational skills, self-disciplined, and the ability to work independently.
- Ability to communicate effectively with various levels of employees and customers both verbally and in writing
- Ability to effectively operate in a team driven environment and share knowledge to achieve assigned goals and objectives.
- Influence internal and external resources to a stated objective without formal authority.
- Deliver required results with high levels of customer satisfaction, both internal external.

**How we work at Philips**
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart - which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home - for our hybrid roles.
Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:

- We believe in the importance of impactful collaboration:_ There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.
- We embrace flexibility:_ Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.
- We want to be at our best:_ The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

**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.

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