Technical Support Manager Information

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Philips Software Centre Private Ltd

Philips Innovation Campus (PIC), Bangalore is a division of Philips Electronics India Limited, which is owned 96% by Royal Philips Electronics N.V., The Netherlands. It was established in August 1996, with the objective of meeting the growing need for high-quality, cost-effective software development capacity within the Philips organization. From a share of 8% of the total software resource of Philips in 1998, PIC's share has now gone up and is around 20%Working at Philips Innovation Campus a... Read More

Address	MFAR Manyata Tech Park Nagavara Bangalore India
Website	www.bangalore.philips.com
Holding	No Holding Details

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Technical Support Manager

The job holder is the face of DMC to solve techno commercial problems on the DMC products like cathlab, Surgery C-arm and DXR x-ray machines. Need to resolve the most complex problems which are not solved by KM level 1 and level 2 top technical specialists. Should be able to take commercial decisions like warranty extension, high value spare parts, etc. Need to deal with multi cultural global customers. Technical Support: Co-own Support which is one of the four pillars of overall CS strategy. Realise the CS vision to reduce the time to provide solution to Technical Escalation to 30 days from current 144 days. Increase the uptime of the product. Need to resolve the most complex problems which are not solved by KM level 1 and level 2 top technical specialists. Make onsite visit globally to hospitals to bring the escalations under control. Provide techno commercial solution to the problems. Manage the technical escalations through Viper tool and generate various reports to show the performance. Use the Remote Services effectively to fix the problems. Complaint Handling: Get the technical information from KM and provide it to Complaint Handling Unit required during investigation of complaints logged through Mercury and Trackwise tools. Provide inputs to SISE team on the observations/ feedback from KM on service documentation, FRUs, etc Participate in the FQS programs as Technical Specialist. Participate in improvement initiatives and/or Life Cycle Management activities on serviceability and reliability. Continuously identify opportunities and support initiatives to improve the processes and Way of Working. NPI/ LCM: Translate customer complaints into design specifications/ inputs to solve the problem upstream in the product. Participate in the design reviews of NPI projects. Prepare the Service Documentation required during the LCM period of the product. Collaborate with development staff to simulate problems in the test environment Execute the service validation test cases. Desired Profile Please refer to the Job description above Experience 7 - 10 Years Industry Type IT-Software / Software Services Role Outside Consultant