Field Support Technician

  Prague

  Full time

  262268

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Job Title
Field Support Technician

Job Description
Philips is the leading provider of lighting solutions and applications both for professional and consumer markets, transforming how lighting is used to enhance the human experience in the places where people live and work. Our ambition is to enhance life with light and thereby improve the quality of people’s lives.

Your challenge:

• You are responsible for delivering service procedure to customers aligning with global service standards and processes.
• You understand customer needs & resolve issues using technical knowledge & our support network/ in accordance to service obligations to customers
• You enable customer growth and development as well as enable further business opportunities in customers’ installed base.

Key areas of responsibilities:

OPERATIONAL

• Analyses & solve complaints. Keeps customers informed
• Involves Business and/or central system center to obtain solutions in event of escalated complaints. Drives root cause analysis and preventive action.
• Keeps complaint data base up to date. Provides input to improve the functional working of the complaints tool.
• Executes recall activities

CUSTOMER

• Does on-site customer visits (if needed) to investigate and analyze customer complaints
• Realizes proactive communication to customers to keep them informed
• Flags patterns of complaints towards customer satisfaction manager.
• Works closely together with Field Quality management.

Required competences:

• Customer focus & deep listening
• Advanced knowledge of lighting applications and solutions
• Understands Technology/ Software & Connectivity domains
• Is adaptive, collaborative, and executes flawlessly
• Delivers on commitments
• Possesses strong learning agility

Critical features:

• 2+ years of relevant experience in field support services
• 2+ years in using field support applications & tools
• Technical mid-level education or Bachelor Degree

Our offer

Excellent career development opportunities can be expected in the near future.
You will be part of a company that is committed to improving the lives of 3 billion people a year by the year 2025 through market-driven innovations in healthcare, lighting and lifestyle. We are passionate about offering our employees the challenges, responsibilities, coaching and learning opportunities needed for their personal and professional development. We believe in ample reward and special recognition for a job well done, and we welcome the cultural awareness, mutual understanding, open minds and out-of-the-box thinking that come from international multidisciplinary team working.
At Philips, you can accelerate your personal growth by being part of entrepreneurial teams, building a career designed for you and integrating work-life balance throughout your career with us.
We welcome you to a challenging, innovative environment with great opportunities for you to explore. Our benefits are very competitive and designed around your preferences.

About Us

At Philips Lighting, we’ve been revolutionizing lighting for over 125 years, bringing electric light to everyone and leading the way in LED. Now, as the global leader in lighting, we are extending our leadership into connected lighting systems and the Internet of Things. In today’s digital age, lighting is being redefined. It’s no longer just about illuminating. It’s about connecting, responding and transforming. We are at the forefront of this wave of innovation and we’re developing technologies and systems that are changing how people see and experience their world. Lighting really can make an impact on people’s lives. And you can help us make it happen. Join the leading lighting company for the digital world, and help us unlock the extraordinary potential of light for brighter lives and a better world. Be a game changer. Be Philips Lighting.

Concerning US based roles: Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status. As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Pay Transparency Nondiscrimination Policy: Philips Lighting North America Corporation (“Philips”) will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Philips, or (c) consistent with Philips’ legal duty to furnish information.