Job Description :- Co-own Support which is one of the four pillars of overall CS strategy.
Realise the CS vision to reduce the time to provide solution to Technical Escalation to 30
days from current 144 days.
Increase the uptime of the product.
Need to resolve the most complex problems which are not solved by KM level 1 and level 2 top technical specialists.
Make onsite visit globally to hospitals to bring the escalations under control.
Provide techno commercial solution to the problems.
Manage the technical escalations through Viper tool and generate various reports to show the performance.
Use the Remote Services effectively to fix the problems.
Complaint Handling:
Get the technical information from KM and provide it to Complaint Handling Unit required during investigation of complaints logged through Mercury and Trackwise tools.
Provide inputs to SISE team on the observations/ feedback from KM on service documentation, FRUs, etc
Participate in the FQS programs as Technical Specialist.
Participate in improvement initiatives and/or Life Cycle Management activities on serviceability and reliability.
Continuously identify opportunities and support initiatives to improve the processes and Way of Working.
NPI/ LCM:
Translate customer complaints into design specifications/ inputs to solve the problem upstream in the product.
Participate in the design reviews of NPI projects.
Prepare the Service Documentation required during the LCM period of the product.
Collaborate with development staff to simulate problems in the test environment
Execute the service validation test cases.
DOCTORATE - Doctorate Not Required
Realise the CS vision to reduce the time to provide solution to Technical Escalation to 30
days from current 144 days.
Increase the uptime of the product.
Need to resolve the most complex problems which are not solved by KM level 1 and level 2 top technical specialists.
Make onsite visit globally to hospitals to bring the escalations under control.
Provide techno commercial solution to the problems.
Manage the technical escalations through Viper tool and generate various reports to show the performance.
Use the Remote Services effectively to fix the problems.
Complaint Handling:
Get the technical information from KM and provide it to Complaint Handling Unit required during investigation of complaints logged through Mercury and Trackwise tools.
Provide inputs to SISE team on the observations/ feedback from KM on service documentation, FRUs, etc
Participate in the FQS programs as Technical Specialist.
Participate in improvement initiatives and/or Life Cycle Management activities on serviceability and reliability.
Continuously identify opportunities and support initiatives to improve the processes and Way of Working.
NPI/ LCM:
Translate customer complaints into design specifications/ inputs to solve the problem upstream in the product.
Participate in the design reviews of NPI projects.
Prepare the Service Documentation required during the LCM period of the product.
Collaborate with development staff to simulate problems in the test environment
Execute the service validation test cases.
Desired Profile :- Please refer to the Job description above
Experience 2 - 4 Years
Industry Type IT-Software / Software Services
Role Technical Support Engineer
Functional Area IT Software - Application Programming, Maintenance
Education UG - Any Graduate - Any Specialization
PG - Any Postgraduate - Any Specialization, Post Graduation Not Required DOCTORATE - Doctorate Not Required
Location Pune
Contact HR Philips Software Centre Private Ltd
Website http://www.bangalore.philips.com
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