Technical Support Specialist

Philips; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

Philips is seeking a Technical Support Specialist to provide service support expertise in healthcare informatics. This role involves managing customer service requests, collaborating with cross-functional teams, and ensuring high customer satisfaction. Ideal candidates will have a degree in IT or Computer Science and relevant experience in technical support, with a focus on problem-solving and customer service.

Qualifications

• 1-3 years experience in IT Implementation, Networking, Infrastructure Support, or Technical Support.
• Proactive, self-starter with problem-solving skills.
• Willingness to travel as needed.

Responsibilities

• Manage and maintain effective communication with customers regarding service requests.
• Coordinate with internal and external cross-functional teams.
• Participate in project deployment activities, including working beyond business hours when necessary.

Skills

Problem-solving

Customer satisfaction focus

Communication

Education

Bachelor's Degree or Diploma in Information Technology or Computer Science

Tools

Windows Server Administration

Oracle database

VMware

Hyper-V

Job description

Job Title

Technical Support Specialist

Job Description

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 based in Petaling Jaya - you have the opportunity to

focus on delivering excellent healthcare informatics product service support expertise to customers and being there for customers when they need us most.

The Technical Support Specialist – Healthcare Informatics is responsible for providing service support expertise to customers, ensuring high customer satisfaction. Activities include resolution of incidents, problems, and service requests raised by customers (internal or external). The role provides a conduit between its area of expertise and the cross-functional teams; comprising Philips EDI (Healthcare Informatics division) as represented by the Service Desk, Solutions Group, Project Office, EDI Sales, and Management.

Key Responsibilities:

• Manage and maintain effective communication with customers regarding logged service requests.
• Coordinate with internal and external cross-functional teams.
• Utilize service tools for logging, triage, and classification of cases in line with work instructions, leading to resolution remotely or onsite.
• Monitor cases to ensure SLAs are met, escalate approaching breaches, and resolve unresolved cases.
• Negotiate and prioritize case load with the Service Delivery Manager and support team members.
• Perform root cause analysis of incidents and collaborate with Problem Management or Subject Matter Experts.
• Analyze cases to identify recurring incidents and liaise with Incident and Problem Management for permanent resolution.
• Participate in weekly rotating on-call responsibilities, providing 24/7 coverage.
• Work on preventive maintenance and contribute as an active team member in cross-functional teams.
• Scope, design, build, deploy, and/or integrate solutions.
• Deliver software implementation tasks including documentation, system build, configuration, and testing.
• Assess customer requirements to recommend suitable solutions.
• Document solutions for support teams and other consultants.
• Practice strong configuration management and version control.
• Follow Philips Excellence Process Framework activities.
• Maintain effective communication with customers regarding service requests and project deployment.
• Mentor and train customers to maintain their systems.
• Advocate for customers and leverage insights for product decisions.
• Share knowledge globally and identify repeatable processes for multiple projects.
• Use service and project management tools effectively for case logging and classification.
• Resolve technical issues proactively and monitor case progress to meet SLAs.
• Meet project milestones and timelines, negotiate priorities, and analyze recurring incidents for quality improvements.
• Participate in project deployment activities, including working beyond business hours when necessary.
• Collaborate with technical support teams to optimize existing installations.

Qualifications:

• Bachelor's Degree or Diploma in Information Technology or Computer Science
• 1-3 years experience in IT Implementation, Networking, Infrastructure Support, or Technical Support
• Experience with Windows Server Administration preferred
• Knowledge of Oracle database, VMware, Hyper-V, Windows Server applications, and network technologies preferred
• Proactive, self-starter with problem-solving skills and high customer satisfaction focus
• Self-driven, independent, willing to learn, and team-oriented
• Leadership qualities, responsibility, accountability, and ability to write scripts like PowerShell or Batch preferred
• Willingness to travel as needed

How we work at Philips:

We embrace flexibility, aim to be at our best, and foster impactful collaboration, creating an outstanding experience for our customers and a great workplace for our people.

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 and innovative health technology solutions. Help us improve the health and well-being of billions of people every year and build a career full of purpose.