Technical Support Engineer

Provide first-line technical support for hospital PACS environments, troubleshooting customer issues, managing and documenting service requests, escalating complex problems, and ensuring regulatory compliance. Collaborate with senior engineers and cross-functional teams, communicate resolutions, maintain technical expertise, support installations and repairs, analyze root causes, and monitor service performance. This field-based role supports mission-critical healthcare technology customers across New England., Support a critical hospital customer by providing first-line technical assistance, ensuring system stability, and helping deliver exceptional service for mission-critical healthcare technology environments.

Your role:

• Provide first-line technical support within (PACS) Picture Archiving and Communication Systems, troubleshooting and resolving customer issues to ensure high levels of customer satisfaction.
• Receive, prioritize, and manage service requests across multiple communication channels, documenting all activities and resolutions in the service management system.
• Escalate complex technical issues when needed, collaborating with senior engineers and cross-functional teams to drive timely resolution.
• Ensure all support activities comply with regulatory requirements while clearly communicating solutions and next steps to customers.
• Participate in ongoing training and knowledge development to enhance technical expertise and contribute to continuous service improvement.

• You’ve acquired a minimum of 2 years of experience in technical support or a related field with vocational education, or you have a bachelor’s degree with no prior experience required.
• Experience with Picture Archiving and Communication Systems (PACS), imaging informatics, or Philips Vue PACS is preferred; direct Philips Vue PACS experience is a plus but not required
• Your skills include troubleshooting, customer service, technical documentation, service operations, and resolving technical issues in a structured support environment.
• You have a high school diploma, vocational education, or a bachelor’s degree in Engineering, a Medical field, a Science-related field, or an equivalent discipline.
• Your skills include strong on-premises IT, root cause analysis, product installation, product repair and maintenance, and monitoring service performance through key performance indicators (KPIs).
• You’re a collaborative communicator who can build effective working relationships across teams, document technical findings clearly, and make informed decisions while working under direct supervision.

• Experience with regulatory compliance, data analysis and interpretation, and supporting customers in critical service environments is a plus.

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

We are a health technology company. We built our entire company around the belief that every human matters, and we won’t stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Philips Transparency Details

The pay range for this position in AL, AZ, AR, CO, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MI, MS, MO, MN, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, or WY is $35.00hr to $54.00hr.

The pay range for this position in AK, DE, HI, MD, MN, and RI is $36.00hr to $57.00hr.

The pay range for this position in CA, CT, DC, MA, NJ, NY, or WA is $39.00hr to 61.00hr.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

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