Provide support for associated products/solutions in diagnosing, troubleshooting systems and act as experts for the team inside and outside.
Consults with others on complex issues.
Influences functional management in the BU, local field and key customers, including R&D in CX, BBN and Bangalore.
Be the champion for the support customer in the PM marketplace, specifically lowering the cost of ownership and increasing customer satisfaction.
Thorough understanding and knowledge of product support/servicing processes to drive improvements.
Challenge the status quo and develop and drive new ideas in solution support.
Development, implementation, and continuous improvement of the product/system solution technical support strategy.
Development and delivery of System Level Service/Support training for worldwide internal field service teams/organizations.
Control of the product/system solution support process.
Product/System Solution reliability and performance data monitoring.
Timely development and delivery of service communication for identified issues and solutions through FCOs/SBs/IOSMs.
Proactive identification of functional, performance, and service improvement opportunities and solution recommendations.
High-quality “Level 3” product/solution escalation support.

Bachelor's / Master's Degree in Health Science, Engineering, Electronics, Network Engineering or equivalent.
Broad technical knowledge of HSPMP and Philips Central Station (PIC iX) and all Product Support related processes.
Broad technical knowledge of Cloud services, networking, tools and support related processes.
Proficiency with technologies such as: Information Systems Networks, Microsoft technologies including SQL Server, XP, Windows Server 20xx, Visual Studio, Active Directory, Relational Databases, VMWare, SANS technology, Citrix and tools for troubleshooting a variety of HW, SW and networking problems.
Excellent troubleshooting skills and ability to write troubleshooting or configuration modifying scripts.
Excellent teamwork skills along with the ability to assess and initiate and drive corrective actions or new ideas, and to drive communication to the Field and Customers.
Fluent in German and English.

Product Support Engineer – HSPMP, Cloud Services

Key skills