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Philips Service Readiness Lead in United States of America - Home Based, Massachusetts


Service Readiness Lead

In this role, you have the opportunity to own Service Readiness and First of Kind activities to ensure successful new product introductions and best in class service delivery. The Service Readiness Lead is accountable for achieving project objectives providing effective roll out of new products and technologies to the Customer Operations delivery and support teams.

You are responsible for

  • Work as part of a RI Operation to deliver best in class service delivery

  • Represent Service needs End to End in the Program Core Team

  • Lead Service Readiness Team (SRT) from program inception to volume delivery, to successfully deploy, implement, and service new products within the field

  • Responsible for planning and execution of service readiness tasks to deliver according to the program milestones

  • Coordinate members of different functions in Service including Training, Field Service and Technical Support Groups to ensure successful product introduction

  • Review and validate all service and customer related documentation for completeness including specification documents, Installation Manual/s, and Support Documentation; Involve Subject Matter Experts as needed;

  • Collect and prioritize the feedback from service validation and initial deployments with the Program team.

  • Lead Service Readiness while adherence to company policies, including regulatory processes for medical devices

  • Provide technical troubleshooting guidance during SRT and FoK process

  • Interface with customers at all levels, as required, for the diagnosis and resolution of field failures or problems

  • Manage communication to service stakeholders, own function management, and program team

  • Share ownership for processes and process-improvements within their function

You are a part of t he Philips Radiology Informatics Business provides a comprehensive solution for medical image storage, enterprise distribution, and enterprise workflow. We will be redefining what’s possible, finding answers to some of the domain’s toughest problems. We are a tight group that shares our experiences and helps each other succeed. We love hard problems and like to move fast in a growing and changing environment. We always push the technology and process boundaries of what is feasible on behalf of our customers.

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

  • BS in engineering, computer science, health science or related discipline preferred

  • 3+ years in medical device or other heavily regulated industry

  • 5+ years’ experience in phase-gate new product introduction process

  • 5+ years leading or participating in cross-functional teams

  • PMI certification preferred

  • Green Belt certification preferred

  • Lead or participate in programs in a matrix environment, across multiple sites/global regions, and through the entire product lifecycle (from Concept/Approval through Production Release)

  • Prior experience in phase-gate new product introduction process

  • Knowledge in SQL databases with ability to analyze tables, run queries, etc

  • Experience working in Web Based applications in Windows and UNIX environments

  • Strong understanding of software support, troubleshooting , and escalation processes

  • Ability to troubleshoot network related issues, IP configurations, and performing trace routes between devices.

  • Experience with complex network analysis tools such as tcpdump, Wireshark, etc

  • HL7 and Dicom troubleshooting

  • Ability to travel internationally (about 10%)..

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.

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 .

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without 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.