Customer Support: Remote

Job Title: Remote Service Advocate

Job Summary:
The Remote Service Advocate will be responsible for improving customer satisfaction and business performance by advancing remote services in the North American market. The role will focus on ensuring sustained connectivity in targeted IS systems and will be pivotal in connecting 10,000 PD/IGT upgrades and new installations to the HealthSuite Remote Service Enablement (HS RSE) platform.

Key Responsibilities:

• Assume ownership of connectivity-related events from initiation to completion.
• Ensure efficient connectivity of remote devices via IPSEC/SSL VPN tunnels, DSS, etc.
• Resolve basic network and technical application issues.
• Track and analyze the top reasons for connectivity loss.
• Improve and monitor connectivity performance across North America.
• Coordinate with IT, Field Service Representatives, and other stakeholders to facilitate upgrades to medical device system connectivity.
• Serve as the main point of contact between Remote Service Engineers, BIU Serviceability Design, and other teams.
• Maintain strong communication with local service teams, customer IT, and other groups involved in the Philips Remote Services escalation process.
• Escalate unsolved problems to helpdesk organizations when necessary.
• Report progress and issues to the project manager and leadership.
• Implement best practices and process improvements in connectivity-related projects.
• Must be proactive and comfortable coordinating across various teams, including IT, Field Service Representatives, and others involved in system upgrades.
• Support network infrastructure improvement initiatives.
• Drive remote connectivity performance improvement programs within the market.
• Act as an ambassador of the Philips brand, adhering to Philips behaviors.
• Contribute to improving customer satisfaction and brand perception.

Qualifications & Skills:

• 3-5 years of helpdesk/support experience preferred.
• Experience in customer service or customer relations.
• Strong understanding of networking concepts (CCNA level preferred).
• Excellent communication and relationship management skills, including the ability to work across different cultures and languages.
• Self-motivated, self-directed, and able to work with minimal instruction.
• Structured administrative skills with the ability to handle multiple tasks simultaneously.
• Strong analytical and problem-solving abilities.
• Ability to collaborate and coordinate cross-functionally.
• Strong prioritization, time management, and organizational skills.
• Proficient in Microsoft Excel and able to work with large amounts of data.

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