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Informatics Support Specialist (Oncology Informatics & Genomics)

Geplaatst 23 jun. 2022
2 tot 5 jaar
Full-time / part-time
Soort opleiding
Engels (Vloeiend)
Nederlands (Vloeiend)

Ontvang aanbevelingen op basis van je profiel en vind de vacatures die bij je passen.

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Job Description

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

Support and service best of kind oncology informatics solutions for our healthcare customers with our Oncology Informatics & Genomics team within our Precision Diagnosis Solutions department. The software solutions portfolio at Philips has grown exponentially over the last few years with new high growth businesses leading the way for future opportunities. Oncology Informatics & Genomics is an exciting portfolio of products that help to make the lives of busy clinicians and hospital staff easier, while ultimately driving better outcomes for patients.

You are responsible for

  • Being a point of contact for clients after products have launched and been handed over to support
  • Understanding client concerns and questions, coming from tickets, and investigating them with other internal teams, as necessary
  • Utilizing and mastering a ticket management software system to manage and log all details related to customer support tickets
  • Efficiently resolving customer tickets related to product bugs, product functionality questions, and more
  • Collaborating closely with R&D team to ensure ticket resolution is complete
  • Collaborating closely with Professional Services team to ensure ticket resolution is complete
  • Keeping detailed and meticulous notes and documentation regarding steps completed to resolve ticket
  • Clearly and concisely communicating ticket status and ticket resolution details to customers
  • Assigning portions of ticket resolution work to other teams across the Oncology Informatics & Genomics team and ensuring those tasks are completed
  • Analyzing customer ticket related data to form KPIs and gather meaningful insights about how support processes can be improved

You are a part of

The Oncology Informatics & Genomics business within Precision Diagnosis Solutions. You will be surrounded by individuals with backgrounds in clinical domains, engineering, operations, strategy and many more, who are all passionate and eager to solve problems both internally and for our hospital customers. As a new portfolio of products within Philips, the Oncology Informatics & Genomics business functions with an entrepreneurial spirit where all team members are willing to dive into their work enthusiastically and support their other team members as needed.

To succeed in this role, you’ll need a customer-first attitude and the following

  • 2+ years of work experience in healthcare, SaaS, or customer support
  • Experience working directly in ServiceMax, ServiceNow, or other customer support software preferred
  • Experience working with healthcare integrations such as HL7 or FHIR preferred
  • Superb client-facing communication (written and verbal)
  • Experience working closely with software engineers, and individuals in more technical roles
  • Extremely collaborative and skilled at working with others, action-oriented problem-solver always seeking to improve processes and deliverables
  • Able to master a multitude of new skills, including more technical skills, and eager to take on a diverse array of projects and tasks
  • Able to perform well under pressure in high stakes, client-facing environment; has a sense of urgency to make customers successful
  • Reflective and humble; appreciates receiving constructive feedback and respectfully articulating constructive feedback to others
  • Empathic and customer-centric listener who can translate client needs and concerns into an actionable plan

Philips Domestic Appliances purpose is simple yet powerful: helping people to turn their houses into homes. Through meaningful innovation, we improve the lives of people, helping them to lead healthier and happier lives every day.
Our goal is for you to grow every day, and to support you to become the very best version of yourself.

Actief in 100 landen
7.000 medewerkers
50% mannen - 50% vrouwen
Gemiddeld 35 jaar oud