Applications Support Technician

As the world's leader in Lighting, Philips is driving the switch to energy-efficient solutions. With worldwide electrical lighting using 19 per cent of all electricity, the use of energy-efficient lighting will significantly reduce energy consumption around the world and thereby cut harmful CO2 emissions. Philips provides advanced energy-efficient solutions for all segments: road lighting, office & industrial, hospitality and home. Philips is also a leader in shaping the future with exciting new lighting applications and technologies such as LED technology, which, besides energy efficiency, provides attractive benefits and endless new 'never-before-possible' lighting solutions.Some product highlights: Xenon car lighting, CosmoPolis street lighting, Living Colors ambience lighting. The Applications Engineering Group (AE) is a dynamic, all-hours team responsible for providing pre and post-sales technical/engineering support for the North America Lighting Systems operations. Applications Engineers (AEs) work closely with inside and outside sales, Sales Engineers, channel partners, the lighting design and architectural communities, and end users in support of product/system applications. AEs also act as the technical nexus inside the company, relaying market and product quality information to the product development organization. They work closely with Engineering on product testing, Product Marketing on product specification and launch, and Quality on product returns and troubleshooting. AE team members travel to perform on-site commissioning and troubleshooting/diligence or participate in pre-sales meetings when necessary. Your Responsibilities: The Applications Support Technician (AST) serves as frontline product technical phone support for North America Lighting Systems (NALS). While doing so, the AST collects and organizes application/sales support data, manages vital technical processes (RMA, AE Service, support distribution lists, call tracking system and data mining for analysis, and Certification Training requests), and is responsible for drafting technical communications. Diligently Monitor Technical Support Phone Queue * Ensure technical support phone calls are received, and that questions are answered or request information is distributed clearly to Applications Engineer or relevant party.* Record phone queue data (contact, technical, product, etc) into database/call tracking system; manage database and report on activity and key findings.Vital Process Management* RMA Requests: track RMA progress, receipt, distribution, organization, etc.* Lab Stock: maintain lab product/part/equipment stock; organize and generate product requests; create PO for necessary orders* AE Service Request: maintain AE services calendar, implement procedure (web/CKnet) and contact regional SE and assist in schedule negotiation; generate vendor request, PO forms and contracts for Authorized Service Centers per SE recommendation* Distribution Lists: manage (organize, maintain, and update) distribution lists for software updates and technical announcements* Handle Certification Training communicationDraft Technical Communications* Based on Applications Engineer recommendations, draft technical documentation Your Profile: Candidate must:* Have a Bachelor's degree or equivalent experience* Have 1-3 years technical, customer service support experience* Have background in electronics, electrical engineering, mechanical engineering, computers/networking, or related field* Be technically apt and excited about lighting* Maintain excellent organization skills* Possess solid communication and networking skills and be able to successfully build and maintain relationships with customers, designers, and engineers* Be comfortable on the phone Contacts: Fiona Rintoul 973 507 9385 Notes Job ID: 54216 Apply here View all "Philips" jobs Learn more about Philips Send this Job to a Friend