Job Title

Technical Account Manager

Job Description

In this role you will monitor and manage the technical health and performance of a solution, provides proactive management of solution performance for assigned customer accounts. You will be the single coordination point for technical issue resolution and solution optimization, aimed at reducing technical support incidents. Role may manage multiple technical solutions.

You are a part of the Swedish Hospital Patient Monitoring team, where a professional but fun workplace atmosphere is valued, and a diverse multi-functional team will greet you. You will report to the Service Manager Sweden. The team is extensive and includes Account Managers, Product/Business Specialists, Applications Specialists, Project Managers and Field Service Engineers with a high level of experience from both medical engineering and clinical work in hospitals.

Your role:
Ensure proactive governance by:

• Proactively identify and mitigate technical risks
• Review system logs to identify trends for proactive actions
• Drive and follow-up on escalations on Daily Management Board.
• Advise customer on how to maximize the use of existing solution & optimize technical environment
• Ensure Install Base of customer accounts are updated by responsible resource.
• Secure and ensure proactive governance by standard way of working prior to operational governance meetings with customers
• The Technical Account Manager is the ambassador of Philips, ensuring that all customers are satisfied while meeting or exceeding our business targets.
• Serve as a single point of contact to ensure systems are healthy, up and running
• Provide regular updates on solution performance
• Track outstanding support issues & engage with customer support, as a customer advocate, to drive resolution/ensure speedy resolution of customer issues or engage with product management/3rd parties to prioritize defect resolution and system/product enhancements
• Build & maintain trusting post sale relationships with assigned customer accounts
• Conduct annual technical health checks, document, and update unique site requirements & configuration, review change requests for completeness and compliance with support and customer requirements, and monitor system utilization
• Advise customer on how to maximize the use of existing solution & optimize technical environment
• Proactively identify and mitigate the impacts of reconfigurations, upgrades, or replacements of other customer systems
• Follow “FSE Guidelines” for the local market to ensure team consistency in delivering Philips services to customers

You're the right fit if you possess:

• B.Sc or M.S in Electronics, IT, Medical or similar
• Fluent English required in addition to Swedish. verbal and written
• Previous working experience with medical devices and understand the special character working in the hospitals is preferable.
• Knowledge on networking (CCNA, CCNP, CWNA, CWTS or equivalent) and IT infrastructures (VMWare, Hyper V, SQL Server) is preferable
• A minimum of 2-3 years of related experience

• Customer first attitude
• Excellent understanding of all assigned Philips Hospital Patient Monitoring products and services
• Excellent written communication and documentations skills
• Mentor new employees on way of working with superior soft skills
• Excellent computer, PC, and internet skills
• Actively collaborates, sharing knowledge and experience.
• Ability to work independently and coach others, recommending where others might need further development and training.
• Has an important role in decision-making to provide the customer with the right solution.
• Fluent in English and Swedish (must have)
• willingness to travel extensively and a clean driving license (must have)

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