Remote Service Advocate

Title: Remote Service Advocate
Location: Alpharetta GA
Duration: 6 months
 
Description:
 
1. Self-motivated and self-directed. Normally receives little instruction on day-to-day work and general instructions on new assignments 
 2. Experience supporting IT projects 
 3. Can demonstrate ability to troubleshoot technical issues (Connectivity/Application) 
 4. Good understanding of IT & Networking concepts 
 5. Communication and relationship management taking into account cultural and language differences 
 
 Job title/profile 
 Remote Service Advocate 
 Report to 
 CS Product Support Manager 
 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 
 • 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 

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