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Philips Team Leader - Remote Support Engineering in Singapore, Singapore


Remote Support Engineering Team Leader

The Role:

Vital role in supporting a broad range of customers and play a key role in leading the Remote Support Engineering team, ensuring the ongoing success of the business unit. Provide the highest level of customer satisfaction to end-users and administrators of Philips Healthcare MA & TC products through timely incident resolution, using available tools and knowledge of the Philips solution.

The Team:

Reporting to the Service Delivery Manager, you will lead the Remote Support Engineering Team to providing the very best service to customers. More broadly, you will be working as part of the Philips Healthcare team and have daily interactions with internal stakeholders from across the business.

The Responsibility:

  • Going through daily open/closed cases with the team. (eg, if requiring factory escalations, etc) & checking of pending cases.

  • Quotations or Purchase Orders follow up.

  • Responding to customers queries, follow up of technical escalations, change requests.

  • Responsible for the RSE team’s work performance

  • Customer reporting, e.g Service Level reporting, issues, etc.

  • Evaluation of customer change/service requests

  • Participating in sales support activities, e.g, tender clarifications, technical queries, etc.

  • Working with CCC to manage install base “cleanliness”.

  • Manage the RSEs’ training compliance and their training plans

  • Manage the MATC hotline for customer calls

To succeed in the role, you should have the following skill sets & experience:

  • Degree in IT, Engineering or similar work experience.

  • The ability to manage competing demands and problem solve

  • Excellent listening and comprehension skills with the ability to manage difficult or emotional customer situations

  • Prior experience using a CRM to support and document details of customer interaction a plus

  • Technical competency; Windows Client Operating Systems, Windows Server Operating Systems, Microsoft Clustering, Microsoft Message Queuing, Microsoft SQL Server, Microsoft Internet Information Server, Basic TCP/IP Networking skills is a plus

  • Team player

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 2.5 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.