JOB DESCRIPTION
Job Title
Remote Service (PRS) Lead
Job Description
Remote Service (PRS) Lead
Responsible for developing and deploying Philips Remote Services (PRS/RSN) solutions for healthcare facilities, ensuring optimal connectivity, and providing support through phone or remote assistance.
Your role:
1. Develops and deploys Philips Remote Services (PRS/RSN) solutions for healthcare facilities to ensure optimal connectivity and provide direct support via phone or remote assistance to resolve connectivity issues and maintain service continuity.
2. Takes complete ownership of connectivity-related events from initiation through resolution, ensuring timely and effective problem-solving while escalating unresolved issues to higher levels of support as needed.
3. Works under general supervision and established processes, utilizing independent judgment to navigate and adhere to operational policies, ensuring compliance and optimal performance.
4. Implements and advocates for best practices in remote service delivery, continually diagnosing and resolving connectivity problems efficiently, and regularly reviews and refines processes to enhance service quality and operational efficiency.
5. Utilizes strong communication skills to effectively interact with local service teams, customer IT departments, and other stakeholders involved in the Philips Remote Services escalation process, providing clear and timely updates on service status.
6. Addresses and resolves basic network and technical application problems to ensure the functionality of remote services and improve connectivity of remote devices using IPSEC/SSL VPN tunnels and other solutions.
7. Acts as an ambassador for the Philips brand by embodying and promoting Philips' core values and behaviours in all professional interactions, striving to enhance customer satisfaction through high-quality support and service.
8. Ensures that customer sites are continuously connected and capable of transferring agreed-upon data from healthcare facilities to Philips Data Centers, while monitoring and tracking any sites or devices unable to achieve remote connectivity due to customer restrictions or other factors.
9. Serves as the primary point of contact for Remote & Field Service Engineers to maintain end-to-end connectivity and reachability, ensuring coordinated efforts in service delivery.
10. Provides responsive helpdesk support to address and resolve connectivity issues, minimizing service disruptions and maintaining a high level of customer support.
11. Ensures adherence to service delivery processes and standards by maintaining accurate documentation of service activities and customer interactions and ensuring compliance with established procedures.
You’re the right fit if you have:
Required qualifications
12. A Bachelor’s Degree or Vocational Education in Engineering, IT, Computer Science, Network Administration, or an equivalent field;
13. Experience or exposure to network administration and customer support activities;
14. English proficiency in addition to Spanish as local language;
15. Strong communication and interpersonal skills;
16. Experience in stakeholder management, both internal and external
17. A customer‑oriented mindset and willingness to work in a service and operations environment.
Preferred qualifications & skills
18. CISCO CCNA or equivalent network administration certification
19. Experience with Fortigate firewall configuration
20. Regulatory compliance awareness
21. Data analysis and interpretation
22. Root Cause Analysis (RCA)
23. Troubleshooting and problem‑solving
24. Service operations support
25. Technical documentation
26. Customer service orientation
27. KPI monitoring and reporting
28. Product installation
29. Product repair and maintenance
How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
Preferred location: Madrid
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
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If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care .
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