Philips Product Support Engineer in Andover, Massachusetts

See attachment for job description details

In this role, you have the opportunity to

Represent and champion customer support needs in the development of new products and interim product releases, as well as service tools. You will work closely with cross-functional organizations providing supportability requirements, influencing design and manufacturing for supportability. As well, working with Worldwide Customer Services, Field Service and Technical Support Teams, ensuring successful product introductions and best in class service delivery.

You are responsible for

  • Being the champion for customer support in the Patient monitoring marketplace, specifically lowering the cost of ownership and increasing customer satisfaction.

  • Providing online support for PIIC iX and associated products, including ownership of level 3 technical support for our Philips PIIC (central station) solutions on a global level, for both device and infrastructure components

  • The ownership of all service communication between the Philips Business Unit and Philips Field organization regarding your assigned product

  • Actively participating and representing supportability issues and customers, on cross functional teams

  • Providing escalation management and problem duplication for formal escalations assigned

  • Providing assistance with the creation and delivery of high level technical training for assigned products, to the current product support team members

  • Monitoring all sources of product information on current products to update and improve upon established support processes/strategies for all assigned products (complaints, customer feedback, failure data, survey data, etc.)

  • Providing released product support to the Customer Care Solution Center

You are a part of

The Patient Care and Monitoring Solutions business group, which provides clinical informatics and patient care solutions that simplify clinician workflow, improve financial outcomes and help improve and save lives. This team uses strong technical and problem solving skills to provide technical and clinical support to service engineers and Philips Healthcare customers around the world.

To succeed in this role, you should have the following skills and experience

  • BS in computer science, IT, Healthcare informatics, or the equivalent

  • Broad technical knowledge of products and clinical applications for healthcare informatics products

  • Proficiency with technologies such as: Information Systems Networks, Microsoft technologies including SQL Server, Windows XP, Windows Server, Visual Studio, Active Directory, Relational Databases, VMware, SANS, Citrix and tools for troubleshooting a variety of HW, SW and networking problems.

  • Excellent troubleshooting and critical thinking skills, with the ability to write troubleshooting or configuration modifying scripts.

  • Excellent teamwork skills along with the ability to assess and initiate corrective actions.

  • Strong customer service and communication skills, both written and verbal

The following will be helpful but not required:

  • In Hospital experience with Clinical IT products – technical or clinical

  • Development Engineering experience of clinical IT products

  • MCSE or A+ certification or equivalent

  • Ability to troubleshoot networking problems; (Network+ certification or equivalent)

  • Familiarity with .Net

In return, we offer you

New and different challenges every day and the opportunity to go home at night, knowing that you have made a difference in improving healthcare and perhaps even saving lives.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum at . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at on our career website, where you can read stories from our employee blog at . Once there, you can also learn about our recruitment process at , or find answers to some of the frequently asked questions at .

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.