Junior Technical Support Specialist, Logistics
Xentral ERP Software
ERP
Technical Support Specialist – H&AM
Philips
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇩🇪 Germany
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Independent execution of repairs and configuration adjustments (CM), including remotely and, if necessary, on third-party systems (e.g., network equipment)
- Independent handling of escalations up to Level 2 (including creation of action plans)
- Coordination of Level 3 escalations for root-cause analysis, development of the action plan, and solution development in collaboration with the Business Unit
- Close customer contact and active management of escalation situations through professional communication to achieve customer satisfaction and acceptance
- Analysis of data streams/log files to identify root causes
- Development of customer-specific, cross-technology solutions balancing customer satisfaction and cost-effectiveness
- Guidance and training of colleagues for repairs and on-site Field Change Orders (acting as a guide)
- Creation of work instructions and best practices for specific product challenges to actively promote knowledge transfer
- Resolution of complex IT/network incidents, including interactions with third-party systems
- Support/consulting for customers as well as Sales/Project Managers on technical matters
- Documentation of all activities and preparation of technical reports according to Philips quality criteria (Service Record Quality)
- Documentation and reporting of safety-related defects or risks according to the Customer Feedback process
- Assessment of escalations regarding required capacity and prioritization
- Support in developing and implementing improvement initiatives, e.g., through participation in Daily Management
- Raising awareness of complex escalations toward Senior Leadership — both within the Business Unit and in the market
- Training and coaching of Field Service Engineers (FSEs) regarding technical knowledge
- Support in reviewing released UALs and implementing improvement measures for all UAL-related processes
Requirements
- Relevant professional experience (at least 5 years)
- Degree in Medical Technology, Electrical Engineering, or Business Informatics
- Strong medical technology and IT knowledge
- Basic knowledge of business administration
- Excellent internal and external communication skills
- Very good knowledge of internal processes and interfaces
- Reliability, commitment, and a confident, articulate manner
- Strong customer management skills
- Assertiveness and escalation management
- Team player
- High flexibility
- Very good MS Office skills and documentation
- Willingness to travel across regions
- Willingness to work weekends
- Fluent German and English, both written and spoken
Benefits
- Kids & More family service
- Philips in Balance health program
- Modern flexible working-time models
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
repairsconfiguration adjustmentsroot-cause analysisdata analysissolution developmenttechnical documentationincident resolutionimprovement initiativesField Change Orderscustomer-specific solutions
Soft skills
communication skillscustomer managementassertivenessescalation managementteam playerflexibilityreliabilitycommitmenttrainingcoaching
