Remote Service Advocate

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

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