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Philips Product Support Engineer - Business Analytics (Connected Care) in United States of America - Home Based, Massachusetts

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If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

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

Your role as a Product Support Engineer – Business Analytics will improve customer satisfaction and business performance through advancing remote services at a market level. You will ensure an efficient and effective service delivery while improving brand perception and process compliance for direct and indirect channels in the North American market. You will work on development and continuous improvement of the technical process while being the pivotal point of contact for the Technical Support Engineers and business serviceability design (remote and diagnostic system tools).

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.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

You are responsible for

  • Extracting, analyzing, monitoring, identifying, and implementing remote service delivery performance improvement initiatives using data from various platforms and applications (Medallia, Genysys, Salesforce.com, Qlikview).

  • Collaborating cross-functionally with the National Support Specialist (NSS) Team, Customer Advocates, Modality Performance Managers (MPMs) and Business Innovation Units (BIUs) to consolidate top product issues in the market as they relate to diagnostic and remote functionality.

  • Driving improvements in Philips Remote Services (PRS) from a people, process, and technology/tools viewpoint.

  • Identifying variability with Technical Remote Resolution (TRR) effectiveness for remote teams and making improvement recommendations to leadership teams.

  • Identifying remote service team inefficiencies and making recommendations to leadership on productivity gains.

  • Leading, representing, and supporting First of a Kind (FOK) limited delivery offerings and servicing integrations for the market to ensure all relevant and needed actions are performed within established timeframes to help ensure go-live dates and serviceability requirements are met; accountable for determining opportunities for predictive service and developing new processes for deployment.

  • Collaborating with Imaging Systems (IS) counterparts to develop, execute, and sustain Remote Diagnostics Included (RDI) processes and tools for the remote Customer Care Solution Center (CCSC) Team.

  • Focusing on TRR, First Visit Fix (FVF), and First Time Right (FTR) continuous improvement for market.

  • Applying lean/six sigma skills to identify and define remote opportunities; applying practical problem solving to solve process related issues within remote services teams.

  • Maintaining accountability for New Product Introduction (NPI) readiness from a remote/diagnostic perspective while supporting MPM for overall NPI service readiness.

  • Ensuring remote tools and equipment are available and functional for remote teams to effectively support the customer base.

  • Ensuring remote software implementation capabilities, process development/refinement, and operationalizing throughout the remote service organization.

  • Sharing best practices as learned from benchmarking across the market service organization and global services groups.

  • Participating in and leading cross-functional improvement projects and initiatives – delivering results.

  • Participating with and presenting to leadership in daily management and contributing towards ensuring standard work is being followed and continuously improved.

You are part of

The Philips Connected Care business. Our Connected Care organization helps broaden the reach and deepen the impact of healthcare with solutions that leverage and unite devices, data, technology and most importantly, people across true networks of care to deliver on the quadruple aim.​

To succeed in this role, you’ll need a customer-first attitude and the following

  • Bachelor’s Degree or higher-level education, healthcare, medical, or business management field of study preferred

  • Advanced proficiency in Microsoft Office products (PowerPoint presentation skills, Excel pivot tables)

  • Lean and/or Six Sigma or equivalent certifications preferred

  • Daily management/continuous improvement experience highly preferred

  • Knowledge and professional usage of Medallia, Genysys, Salesforce.com, and Qlikview preferred

  • Ability to create an inspiring experience with positive results for our internal stakeholders and our customers with high-level business acumen, creativity, and drive

  • Ability to interpret, validate, and present data in a creative and engaging format to support business needs and objectives

  • Ability to demonstrate exceptional verbal and written communications skills by creating presentations of uncommon quality and persuasiveness

  • Ability to demonstrate strong analytical and problem-solving skills

  • Ability to provide exceptional customer service skills, with the ability to present to various levels of internal and external customer audiences; ability to professionally interface with customers effectively and instill confidence

  • Ability to consistently deliver quality work, with strong attention to detail while maintaining a high level of efficiency

  • Ability to multitask and organize numerous priorities and projects simultaneously in a demanding environment

  • Ability to influence internal and external resources to a stated objective without formal authority

In return, we offer you

The ability to collaborate with, learn and grow from colleagues in a highly complex, global organization where you can use your strengths to help drive strategic business initiatives for Philips. Additionally, we provide you a dynamic working environment in an innovative business, paired with a competitive salary, excellent benefits, and a supportive atmosphere where you can sharpen your talents with new challenges and career opportunities.

How we work at Philips

There are three core ways that define our ways of working – embracing flexibility, being at our best, and impactful collaboration. We believe this enables us to deliver an outstanding experience to our customers and create the best place to work for people who share our passion.

We know just how important direct interactions are and work is more engaging when we are more frequently face-to-face, and that we experience better collaboration which drives innovation. While we have many different types of roles across Philips most require a combination of in-person collaboration with colleagues and partners, usually at a Philips location, and individual focus time, which can be done remotely.

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.

Visit our careers website to explore what it’s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some 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 workforce. In 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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