Title: Modality Leader- HPM
Location: Mumbai
Job Responsibilities:
Responds to high-complexity customer product inquiries through telephone, written email, or chat sessions, providing clear and helpful information to address customer questions and concerns.
Troubleshoots complex issues with malfunctioning electro-mechanical equipment or software applications, diagnosing problems, and assists in implementing corrective actions to restore functionality and ensure optimal performance.
Provides expert technical expertise for escalations by assessing the customer problem and determining the appropriate support required across clinical, marketing, or research and development (R&D) domains.
Reviews root cause analysis at the end of escalations and decides corrective actions to prevent the recurrence of issues, ensuring continuous improvement and resolution of underlying problems.
Reviews and ensures timely completion of support tickets using ticketing systems to ensure efficient tracking, resolution, and documentation of technical issues and user requests.
Ensures the documentation of customer information and recurring technical issues to support product quality programs and aid in product development by providing insights for improvements and addressing common problems.
Provides reports on customer sites needing intervention to address issues resulting from customer misuse, abuse, or site conditions, ensuring timely identification and resolution of problems.
Supports New Product Introduction and Field Operations Kit (FOK) for the assigned business group/product by overseeing installations conducted by Field Service Engineers (FSEs) both on-site and remotely.
Resolves more complex and severe escalated issues to senior specialists for awareness and support, ensuring they are addressed promptly within both the Business Unit (BU) and the market.
Minimum required Education:
Bachelor's Degree/ Vocational Education in Electronics or Electrical Engineering, Technical Support, Customer Service Management or equivalent.
Minimum required Experience:
Minimum 7 years of experience with Vocational Education in Technical Support, Customer Support, Electronics, Information Technology or equivalent.
Preferred Skills:
• Regulatory Compliance
• Root Cause Analysis (RCA)
• Troubleshooting
• Technical Presentations
• Advanced Microsoft Excel Techniques
• Microsoft Office
• Lean Methodologies
• Service Operations
• Documentation & Reporting
• Continuous Improvement
• Technical Documentation
• Administrative Support
• Customer Service
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.
Onsite roles require full-time presence in the company’s facilities.
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.
Indicate if this role is an office/field/onsite role.
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 our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
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 here.
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