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Technical Account Manager/ Field Service Engineer

2 months ago

Stockholm, Stockholm, Sweden Philips Full time
Job Title

Technical Account Manager/ Field Service Engineer

Job Description

In this role, you will be responsible for monitoring and managing the technical health and performance of a solution, providing proactive management of solution performance for assigned customer accounts. You will be the single coordination point for technical issue resolution and solution optimization, aimed at reducing technical support incidents. This role may manage multiple technical solutions.

You will be part of the Philips Hospital Patient Monitoring team, where a professional but fun workplace atmosphere is valued, and a diverse multi-functional team will greet you. You will report to the Service Manager Sweden. The team is extensive and includes Account Managers, Product/Business Specialists, Applications Specialists, Project Managers, and Field Service Engineers with a high level of experience from both medical engineering and clinical work in hospitals.

Your Key Responsibilities:

  • Proactively identify and mitigate technical risks to ensure solution stability and performance.
  • Review system logs to identify trends and take proactive actions to prevent technical issues.
  • Drive and follow-up on escalations on the Daily Management Board to ensure timely resolution.
  • Advise customers on how to maximize the use of existing solutions and optimize their technical environment.
  • Ensure the Install Base of customer accounts is updated by responsible resources.
  • Secure and ensure proactive governance by standard way of working prior to operational governance meetings with customers.
  • Serve as a technical single point of contact to ensure systems are healthy, up, and running.
  • Provide regular updates on solution performance to stakeholders.
  • Track outstanding support issues and engage with customer support to drive resolution or ensure speedy resolution of customer issues.
  • Build and maintain trusting technical post-sale relationships with assigned customer accounts.
  • Conduct annual technical health checks, document, and update unique site requirements and configuration, review change requests for completeness and compliance with support and customer requirements, and monitor system utilization.
  • Proactively identify and mitigate the impacts of reconfigurations, upgrades, or replacements of other customer systems.
  • Follow Philips' guidelines for the local market to ensure team consistency in delivering services to customers.

You're the Right Fit If:

  • You possess a B.Sc or M.S in Electronics, IT, Medical, or a similar field.
  • You are fluent in English and possess strong verbal and written communication skills in Swedish.
  • You have previous working experience with medical devices and understand the special character of working in hospitals.
  • You have knowledge of networking (CCNA, CCNP, CWNA, CWTS or equivalent) and IT infrastructures (VMWare, Hyper V, SQL Server).
  • You have a minimum of 2-3 years of related experience.
  • You possess a customer-first attitude.
  • You have excellent understanding of all assigned Philips Hospital Patient Monitoring products and services.
  • You have excellent written communication and documentation skills.
  • You are able to mentor new employees on the way of working with superior soft skills.
  • You have excellent computer, PC, and internet skills.
  • You are able to actively collaborate, sharing knowledge and experience.
  • You are able to work independently and coach others, recommending where others might need further development and training.
  • You have an important role in decision-making to provide the customer with the right solution.
  • You are willing to travel extensively and possess a clean driving license.