Remote Service (PRS) Lead page is loaded## Remote Service (PRS) Leadlocations: Madridtime type: Full timeposted on: Posted Yesterdayjob requisition id: 569570### Job TitleRemote 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:*** 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.* 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.* Works under general supervision and established processes, utilizing independent judgment to navigate and adhere to operational policies, ensuring compliance and optimal performance.* 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.* 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.* 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.* 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.* 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.* 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.* Provides responsive helpdesk support to address and resolve connectivity issues, minimizing service disruptions and maintaining a high level of customer support.* 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*** A **Bachelor's Degree or Vocational Education** in **Engineering, IT, Computer Science, Network Administration**, or an equivalent field;
* Experience or exposureto **network administration** and **customer support activities;
*** **English** proficiency in addition to **Spanish** as local language;
* Strong **communicationand interpersonal skills;
*** Experience in **stakeholder management**, both internal and external* A customer‐oriented mindset and willingness to work in a **service and operations environment.****Preferred qualifications & skills*** CISCO CCNA or equivalent network administration certification* Experience with Fortigate firewall configuration* Regulatory compliance awareness* Data analysis and interpretation* Root Cause Analysis (RCA)* Troubleshooting and problem‐solving* Service operations support* Technical documentation* Customer service orientation* KPI monitoring and reporting* Product installation* 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.* Learn more about .* Discover .* Learn more about .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 .#LI-EU#InternationalRegionAt Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people's health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life.For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health.Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success.*It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism.**To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.**Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.*#J-18808-Ljbffr