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Job Information

Philips Technical Support Specialist - DXR Technical Parts Review in Highland Heights, Ohio


In this role, you have the opportunity to

Provide best in class service, proudly to our customers on our Philips DXR Systems.

You will interact directly with our field service specialists and business unit and facilitate the Technical Parts Approval.

You are responsible for

  • Using product knowledge and technical expertise to drive Technical Parts Approval with the field service force and BU teams

  • Driving labor and material efficiencies within the assigned region(s) and modality.

  • Recommending corrective action towards the field service force to drive First Time Right and One Part Fix and cost effective repairs

  • Assuring that Field Service Engineers use appropriate parts and follow Philips procedures.

  • Providing support (OneEMS/SMAX, email, phone) for questions/problems related to DXR products, to ensure a timely resolution of customer issues (predominantly within the NA, LATAM, in exceptions also globally)

  • Identifying root causes and recurring diagnostic challenges to drive Material Usage Reduction Initiatives

  • Providing knowledge to create service diagnostic documentation and training materials.

  • Ensuring essential information/known issues are brought back to the field service teams in a quick and efficient way (e.g. via webinars, known issue document, training, service information/documentation)

You are a part of

Our global DXR Field Support department, which is not only the central position between the field service organizations and the Business Unit, but between product development and operational performance as well. It has a broad scope that brings not only technical depth, but delivers a great network with multi-disciplinary aspects. The preferred location is Alpharetta, Nashville or Cleveland. You are part of the central BU teams that with a “window on the world” pro-actively collects/detects feedback on product deviations and reports this back into the BU in order to improve products, processes and tools. This role will report to the Global Field Support Manager (based in Hamburg, Germany).

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

  • Bachelor’s Degree in computer, electronic or mechanical technology, medical technology, engineering or technical equivalent, or equivalent training and/or experience in electronics or a related technical field, preferred.

  • 5+ years of relevant work experience in field service including troubleshooting experience.

  • Desired training in one of the following: biomedical, networking, electrical engineering, or computer science

  • Prior experience servicing and troubleshooting DXR Systems

  • Ability to troubleshoot and think logically about solutions

  • You must demonstrate the ability to prioritize and handle multiple tasks in a timely fashion, with minimum supervision and efficient follow-up.

  • Experience in a medical business or knowledge of hospital workflow beneficial

  • Excellent verbal and written communication skills (fluent in English, second language preferred)

  • Excellent analytical skills; ability to learn quickly

  • Proficient at resolving problems remotely

  • Ability to work cohesively and effectively with employees at all levels / departments of the organizations.

  • Must have excellent interpersonal communication skills as well as being a motivated team player.

  • Ability to convince people and steer teams.

  • Self-starter, self-motivated

  • You will have a demonstrated ability to understand technical information related to complex devices with strong attention to detail, quality, and GDP practices.

In return, we offer you

Named one of the Top 50 Happiest Companies in America, we enable our employees to create a legacy in life through their work and support their development through people-centric learning, total rewards and personalized development planning programs.

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 . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

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

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.

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.