Remote Service Advocate
4+ months contract to start with
Alpharetta GA
Aim of the job
Improve Customer Satisfaction and Business Performance through Advancing Remotes Services on a Market level
Ensures an efficient and effective service delivery while improving brand perception/satisfaction and process compliance for direct and indirect channels in the designated Market by development of technical process, being the pivot point towards the Remote Service Engineer and BIU Serviceability Design (Maintaining Strong Connectivity)
Key Areas of Responsibility
Lead effort to connect newly installed imaging systems to remote services network
Improve connectivity of remote devices via IPSEC/SSL VPN tunnels
Drive growth of Diagnostic Site Server (DSS) program
Responsible for some server configuration and logistics management
Utilization of strong communication skills with local service, customer IT, and other groups involved in the Philips Remote Services (PRS) escalation process
Implementing best practices and process improvements while diagnosing problems, applying effective solutions and determining follow up actions
Resolving network and technical application problems
Being an ambassador of the Philips brand and by living the Philips Behaviors
Escalating unsolved problems to outside organizations when needed, managing case end2end
Communicate progress to project manager and leadership authorities
Initiate, support and drive remote connectivity performance improvement programs within the Market
Education & Experience
Associate degree in IT or Entry Level Certificates in Project Management/IT
Strong organizational, presentation and customer service skills
Experience supporting IT projects
Can demonstrate ability to troubleshoot technical issues (Connectivity/Application)
Good understanding of IT & Networking concepts
Communication and relationship management taking into account cultural and language differences
Competencies
Self-motivated and self-directed. Normally receives little instruction on day-to-day work and general instructions on new assignments
Structured administrative skills with the ability to handle multiple simultaneous activities
Team player with good analytical and problem solving skills
Ability to collaborate and coordinate cross-functionally
Prioritization and time management
Ability to manage relationships, utilizing influence to work through roadblocks
Able to demonstrate good understanding of Microsoft Excel
Thanks & Regards,
Imran (Emu) Shikalgar
APN Software Services, Inc
39899 Balentine Drive, Suite 385, Newark, CA 94560
510-402-4704 (Voice & Text)
Phone: 510-623-5050 Extn.129 | Fax 510-623-5055 | Imran@apninc.com
linkedin.com/in/imranshikalgar