Technical Support leader, CT

Philips
Shanghai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Interpersonal skills","Documentation & reporting","Continuous improvement","Technical acumen"]

Provide technical support for complaint handling, maintain and create knowledge articles, and lead escalations by diagnosing complex customer issues. Perform root cause analysis after escalations and drive corrective actions to prevent recurrence. Collaborate with cross-functional teams, including security event review, and support New Product Introductions with field installation and monitoring activities while helping customers via phone, email, or chat.

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Philips
Philips
2 hours ago

Technical Support leader, CT

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Provide technical support for complaint handling, maintain and create knowledge articles, and lead escalations by diagnosing complex customer issues. Perform root cause analysis after escalations and drive corrective actions to prevent recurrence. Collaborate with cross-functional teams, including security event review, and support New Product Introductions with field installation and monitoring activities while helping customers via phone, email, or chat.
Location: Shanghai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide technical support for the complaint handling unit and contribute to the complaint review board to ensure the desired quality of complaint feedback.
  • •Review and update knowledge articles in central knowledge repositories; author new articles and archive outdated ones as necessary.
  • •Provide technical expertise for escalations, determine required support to resolve customer problems, and escalate severe issues to Leadership.
  • •Conduct root cause analysis after escalations and initiate corrective actions to prevent recurrence.
  • •Collaborate with market/performance managers on knowledge-sharing sessions to enhance FSE skills and support escalated security events with cross-functional teams.

Key Requirements

  • •Bachelor's/ Master's Degree in Engineering, Medical, Science or equivalent.
  • •Minimum 2 years of experience with Bachelor's in areas such as Technical Troubleshooting and Customer Service, preferably in the Healthcare Industry, or equivalent OR no prior experience with Master's Degree.
  • •Experience with Technical Troubleshooting and Customer Service in a healthcare context.
  • •Strong interpersonal skills to address customer product inquiries by telephone, email, or chat.
  • •Root Cause Analysis (RCA) and troubleshooting capability for complex technical problems.
Experience:2+ yearsHealthcare
Education:Bachelor's
Skills:Interpersonal skillsDocumentation & reportingContinuous improvementTechnical acumen
Tech Stack:IT NetworkingRemote Support Tools & Techniques

Company Brief

Philips
Global health technology company focusing on diagnostic imaging, patient monitoring, and consumer health products. Philips develops medical devices, healthcare informatics, and solutions to improve patient care and personal well-being.
Industry: HealthTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Amsterdam, Netherlands
Founded: 1891
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn