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We welcome you to join Philips Healthcare Information Solutions (HCIS) as a Customer Care Specialist Service and Support Onsite University Maryland Medical Center ( UMMC ).

As the Customer Care Specialist (CCS), you will focus on providing primarily remote technical and application IT customer software and hardware support for Philips\Carestream Healthcare Information Solutions Vue Product Suite.

The Customer Care Specialist requires the ability to identify root cause for reported customer issues and to provide appropriate rapid solutions to minimize customer downtime and maximize customer business continuance.

This position will report to The University of Maryland Medical Center (UMMC) for 40 hours per week and may require occasional overtime.

Essential Responsibilities:

• Clinical workflow analysis to generate site specific requirement documents, as well as a collection of data samples where needed

• Uses clinical domain expertise to encourage the use of good clinical practice and standards when implementing our products at a customer site

• Maintains current knowledge of clinical and technical components necessary for the use of our products

• Trains customers on the features/functions of our Enterprise Imaging products (PACS, Imaging and Display Protocol building and maintenance)

• Troubleshoot and facilitate the resolution of technical system and application issues.

• Manage multiple technical issues with varying severity ensuring that cases are prioritized accordingly to severity/impact

• Work collaboratively with customer Radiologists, Cardiologists, clinical & administrative staff and IT staff, as well as, with Carestream Customer Care Level 3 and Level 4 experts to resolve all customer reported issues

• Engage third party vendor support, as required, per standard operating procedures

• Document in detail customer reported issues and corrective action taken to resolve problems reported

• Participate in a scheduled 24x7 on-call shift rotation for the support of the HCIS products

• Promote Teamwork within HCIS and ensure global technical standards are met, building effective relationships with the service and engineering teams

• Pro-actively share knowledge, create knowledge articles, contributes to problem solution database

• Contribute to service initiatives, activities to enhance the service experience

• Ensure customer satisfaction as measured by customers:knowledge of customer business operations, response time, resolution time, communication, and employee attitude

Qualifications/Requirements:

• Degree in an IT related field or equivalent

• 5+ years of previous Healthcare IT experience

• Experience providing remote software support

• Proficient knowledge of database systems such as Oracle/MS SQL server

• General knowledge of XML, XML Soap and XPath programming languages

• General knowledgeof HL7, DICOM, and other IHE related protocols

• General knowledge of Mirth and/or other Healthcare related interface engines

• Technical knowledge of Windows operating systems

• Willingness to travel up to 10%

• Good communication skills - written and oral

• Demonstrate strong customer relations skills

• Ability to inspire confidence and communicate with customers from differentcustomer levels in a professional manner

• Self-motivated and able to work autonomously

• Strong analytical capabilities

• Ability to work effectively under pressure to a tight deadline

• Aptitude to define actions plans to execute issue resolution

• Strong team player / strong collaborator

Additional Eligibility Qualifications:

• Previous support experience of a PACS, RIS or other clinical healthcare IT system

• MSCE and MSP – Windows Server 2008 or 2012 Certification

• Oracle Database Admin experience

• VMware Certification

• Mirth Foundation certification

• CCNA Data Center or Routing and Switching Certification

• ITIL foundation certification

In return, we offer you

We offer you the opportunity to grow within the organization and Philips – develop strong partnerships across Procurement, Head of Manufacturing, Q&R, Business Unit’s, and Group Functions on various projects and initiatives to drive our products to our customers and be a part of saving people’s lives every day.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video

Find out more info about Philips at www.philips.com/na/careers

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.

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.

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