• Provide Tier 2 and Tier 3 virtual support to the organization's end users • Support software, hardware, warehouse technology, server, network, and enterprise systems issues • Respond to escalated issues from the IT Service Center and Tier 2 Support • Resolve user requests through discussions with users, coordination with internal and external resources • Provide education and trainings to users to facilitate knowledge transfer and prevent problem reoccurrence • Maintain support related documentation for certain end user platforms, monitors environments, responds to alerts, and addresses service outages

• Provides Tier 2 virtual support to the organization's end users • Support software, hardware, warehouse technology, server, network, and enterprise systems issues • Respond to escalated issues from the IT Service Center family • Resolves user requests through discussions with users and coordination with internal and external resources • Provide education and trainings to users to facilitate knowledge transfer and prevent problem reoccurrence • Maintains support related documentation for certain end user platforms, monitoring environments, responding to alerts, and addresses service outages

• Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries • Work with clients’ technical teams to troubleshoot and resolve issues and provide integration guidance • Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly • Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products • Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team • Adhere to Service Level Agreements (SLAs) to ensure timely resolutions of tickets • Manage timely and accurate responses via Chat support feature • Ability to analyze and problem solve customer issues while remaining empathetic • Ensure a high customer satisfaction score of 95% or higher • Collaborate with Client Success Managers to mitigate client escalations • Actively review and create internal and client-facing documentation and knowledge base articles

• Provide remote and on-site technical support for Philips MR products Intera, Achieva, Panorama, Ingenia product families plus Workstations. • Use successful, effective field experience and knowledge to provide technical support to FE’s, CST’s, and customers that may include both remote and onsite support. • Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status. • Utilize the GEHC escalation process as needed, working closely with local customer and national support to define and support implementation of corrective action plans to resolve customer issues in a timely manner. • Utilize “Gameplan” tool to drive Service effectiveness. • Contribute knowledge to the Problem Solution Database (PSDB). • Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required. • Support Material and Purchased Service cost improvement initiatives for the modality. • Within project engagement, act as a change agent/ field "advisor" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support. • Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth. • This may include leveraging remote service capabilities to improve remote troubleshooting and remote fix rates. • Work with Modality / Service Engineering, Product Engineering, and field support specialists to drive product quality, serviceability, and resolve formal customer escalations. • Coach and train FE's to ensure that technical and customer skills are up to date and meet the needs of the business. • Serves as subject matter expert (SME) for FE modality training through the Service Quality Standard (SQS) training curriculum. • Identify field process improvements such as pre-PM work, PM cycle time, remote TTR work, field-based technical training to support use of remote diagnostic troubleshooting tools and processes in the field. • Identify field quality improvements to include hazardous/ non-hazardous complaints via Trackwise. • Travel to customer sites and support field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs).