National Support Specialist, MR (East)

Job Description

Job Title

Job Description

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 c ontact 888-367-7223, option 5, for assistance.

In this role, you have the opportunity to:

We challenge you in this National Support Specialist (MR) role 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 Mfg. Group, Assigned Service Escalations, and Remote Support.

You will operate remotely, independently, and be self-motivated while working under the Director, Customer Support Operations with minimal supervision.

You are responsible for:

FSE Support & Development

The objective of this area of responsibility is for the NSS to consistently improve the solving power of our FSEs through coaching, guidance, and expectation setting with the FSEs to enable them to become more self-proficient and self-confident in the eyes of the customer.

- Ensure FSEs are using the proper troubleshooting and repair processes when they request support.

- Ensure FSEs understand how and when to access InCenter, KNOVA, and other knowledge databases.

- Ensure FSEs understand how and when to use systems to look up part numbers.

- Ensure FSEs understand how and when to escalate issues when the customer’s agitation level warrants it.

- Host and or Participate in Quarterly Technical Updates & Seminars for FSEs in your Zone.

- Share technical and/or product information and announcements to FSEs

- Identify and coach one FSE each quarter within your assigned regions that would benefit from your coaching.

- Provide a trip report to the RSM within 7 days of completing an onsite support visit that provides your observations of where the FSE’s development opportunities are.

- Conduct best practice seminars with FSEs in your Zone and Regions to ensure FSEs are updated on proper troubleshooting and repair processes.

- Have coaching conversations with FSEs when situations warrant them.

- Assess FSEs conduct to ensure a professional manner that reflects positively on Philips.

- Conduct professional and constructive conversations with FSEs which reflect the Philips behaviors

Escalation Ownership & Management

The objective of this area of responsibility is to ensure that the NSS assumes the ownership role of all escalations within their regions regardless of the issue and to ensure a resolution strategy is created to quickly minimize and the customer’s agitation level. The role of the NSS is to ensure all support teams are engaged and held accountable for addressing and resolving the issue(s).

- Update all OneEMS Cases every week with specific & clear ownership of activities, timelines and commitments.

- Engage and set expectations with the BIU, Clinical Applications, other NSSs, RSMs and or Sales when their support is required.

- Ensure their commitments and timelines with the BIU, Clinical Applications, other NSSs, and RSMs and or Sales are met.

- Expect the RSM and or Account Manager to communicate the resolution plan to the customer and to keep you updated on the customer’s agitation level. RSMs are expected to update the NSS each week.

- Recognize the customer temperature and escalate/communicate appropriately to the Customer Support Director and Customer Advocate when the Customer Agitation Level is excessively elevated.

- Host and lead escalation strategy calls and/or TRIAD calls with the BIU, Clinical Applications, other NSSs, RSMs and or Sales when required.

- Ensure escalation cases are properly coded and categorized to reflect the actual customer temperature (agitation level), and status (In Progress, Monitoring, Workaround).

- Adhere to our policy and do not keep escalations in Monitoring status longer than 2 weeks

Business Practice & Process Adherence

The objective of this area of responsibility is for the NSS ensure that the FSEs and RSMs are informed, understand and adhere to our processes, policies, and practices that are related to technical & escalation support. The key measurement of our success in this area will be material usage and productivity measurements.

- Conduct quarterly consultation sessions with the RSM with recommendations on ways to reduce material costs

- Provide technical consultation prior to FSEs prior to their $10k or greater parts orders

- Review the parts order report daily and consult with FSEs prior to parts consumption

- Review the Parts Goods Returns Tableau dashboard monthly and give coaching and feedback to FSEs above 20% on Good Parts returns

- Ensure Material Usage Costs do not exceed AOP Targets for your Modality and hold FSE accountable for following the most cost-effective repair procedures

- Participate in Modality Reviews with Zone Leadership Quarterly—be prepared and knowledgeable on materials being presented and answer questions confidently.

- Ensure the RSMs and FSEs understand and adhere to our onsite support ground rules.

- Review the escalation process with RSMs and FSEs regularly to ensure understanding and compliance.

- Ensure FSEs follow up on High Activity Sites and provide you with information you need to develop and recovery strategy to reduce service events

- Ensure FSEs file a customer complaint when you become aware they encountered a safety issue.

Functional/Operational Responsibilities

The objective of this area of responsibility is to ensure the fundamental expectations of the NSS are understood and are adhered to.

Functional/Technical

- Act as technical advisor to customers, Sales, Service (Field & Modality) Management.

- Communicate technical information in an easy to comprehend format for the intended audience

- Provide recommendations to resolve customer issues both technical and non-technical issues.

- Provide customer consultations and recommendations regarding equipment capabilities, limitations and use.

- Participate in problem-solving teams from different departments to resolve issues or for common cause such as TRIAD Calls with the PMG, NSSs, RSMs, Sales, Field & Modality Management.

- Complete required NSS Phone Support duty--ensure phone support is equally supported and balanced amongst Team Members and other CCTs

- Gain consent, and agreement from team if required to be unavailable for support calls

You are a part of

A highly capable and motivated team of MR National Support Specialists (NSS) that drive positive customer experience through assisting and developing the local FSE.

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 applicable modality 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 programming, PC competency, and the ability to demonstrate electronics and mechanical ability.

- Proficient at resolving problems remotely

- Ability to work cohesively and effectively with employees at all levels/departments of the organization.

- Demonstrated leadership skills.

- Disciplined and timely use of customer escalation tools and processes.

Physical Demands and Work Environment:

- May be required to be available 24 x 7 via phone.

- May sit or stand for long periods of time while talking on a phone/headset.

- Travel to the customer site, zone office, or identified locations for meetings.

- Average driving is 1 to 4 hours daily.

- Carries or pulls up to 40 lbs. of test equipment.

- Lift parts or carry parts weighing a few ounces to over 100 lbs. (assistance available when lifting items over 50 lbs.)

- Frequently bends, stoops, twists, turns, and works in unusual positions using full body mobility.

- May work from ladders or scaffolding, on occasion.

- Potential exposure to hazardous physical, chemical, and biological agents.

**Candidates can live anywhere within the East Zone geography as long as it is not far from a major airport.

This position will require you to meet all customer specific mandates such as vaccinations and/or screening tests.

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

In return, we offer you

This National Support Specialist role will give you the opportunity to take your career to the next level in a global organization backed by a stable 120 year legacy of innovation. Here, you’ll go as far and as wide as you aspire. We make sure of it through support of a formal development planning process, as well as countless opportunities to expand your knowledge and skillset through resources such as the Learning@Philips program, tuition reimbursement and/or mentor relationships.

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. Learn more by watching this video.

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 blog. Once 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 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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