Duration: 11 months

Job Description:

• In this role, you have the opportunity to be part of a highly skilled Healthcare Informatics Solutions and Services team responsible for overall success of customers, utilizing our suite of medical imaging products. The Software Technical Support Level 2 will be responsible for support our installation and customer support teams at a senior level.

Job Description Summary

• Analyzing break/fix issues and working with empathy and sense of urgency to deliver solutions to meet customer/partner needs, ensuring all customers receive prompt and courteous support enabling the highest possible customer satisfaction.
• Working through the resolution of technical service issues according to standard processes/procedures and specialized understanding of complex product issues.
• Ensuring all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation, while logging all service data required for tracking.
• Maintaining a high level of technical competence on Philips solutions and related technologies, while acting as subject matter expert on specific product group(s).
• Sharing best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support.
• Working with customers, development teams or level 1 support teams to resolve product issues.
• Advising and coaching level 1 and/or technical consultants on the identification and resolution of issues or system build or configuration performing and documenting this knowledge.
• Participating in new product releases and beta cycles to ensure information and training requirements are met to support new products and to improve overall product quality.

To succeed in this role, you should have the following skills and experience/Preferred Skills:

• Bachelor's degree (BA/BS) in Business, Computer Science, Information Systems or related field preferred or equivalent experience with at least 10 years of experience
• Experience with medical imaging software (Philips Medical imaging products (IntelliSpace/Vue/Carestream), strongly preferred)
• Strong background in of DICOM and HL7
• Working knowledge of network configuration (DNS, VPN, IP Proxy, TCPIP, load balancers, system security), SQL and Windows system administration and troubleshooting

The Capgemini Freelancer Gateway is enabled by a cutting-edge software platform that leads the contingent labor world for technology innovation. The software platform leverages Machine Learning and Artificial Intelligence to make sure the right people end up in the right job.

A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50 year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of over 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 billion.