Technical Support Engineer

Job Description-
The Technical Support Engineer plays a crucial role in providing technical assistance to both internal and external clients. This position primarily focuses on supporting Philips Respironics' compliance monitoring product line, specifically the Care Orchestrator. As a Technical Support Engineer, you'll be responsible for addressing customer inquiries, resolving technical issues, and ensuring smooth installations. This is a hybrid role, requiring both on-site presence and remote support.
Roles & Responsibilities-

• Ownership of Customer Issues: Take ownership of reported customer issues and see them through to resolution.
• Problem Solving: Research, diagnose, troubleshoot, and identify solutions for system-related issues.
• Escalation Procedures: Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Pre-Install Coordination: Coordinate pre-install activities, including scheduling installations, reviewing pre-installation checklists, and conducting readiness checks with customers.

Minimum Qualifications-

• Education:-
  • Minimum of an associate degree; bachelor's degree preferred.
  • I.T.-related degrees are preferred, but other majors with relevant I.T. experience will be considered.
• Experience:-
  • At least 3 years of relevant IT-related customer service experience.
  • Experience in the medical device industry is highly desired.
  • Proficient phone skills and excellent customer service abilities.
  • Familiarity with software tools such as Microsoft Office, Word, Excel, and SAP.
  • Strong understanding of computer functionality and experience with software/hardware troubleshooting.
  • Knowledge of computer networks and database structures.
  • Proficiency in Windows XP, Vista, 7, and 8 operating systems.
  • Familiarity with Android and iOS mobile operating systems (preferred).
  • Knowledge of SQL Server (preferred).