Product Support Engineer

In this role, you will be responsible for providing Level 3 technical support for the XDS, Guardian (IGS) and PIC iX portfolios. In addition to resolving complex technical issues, you will contribute to the development and refinement of the organization’s overall product support strategy and oversee the execution of associated support processes.

Your role:

• Provide support for associated products/solutions in diagnosing and troubleshooting systems and is the expert for the team internally and externally. Consult with others on complex issues and influences functional management in the BU, local field, and key customers, including R&D.
• Have a thorough understanding of the worldwide field organization including the multiple field roles and tasks that each performs. Champions customer support in the PM marketplace, specifically lowering the cost of ownership and increasing customer satisfaction.
• Advocate for the service customer (internal and external) throughout the product lifecycle and have a thorough understanding and knowledge of product support/servicing processes to drive improvements. Challenge the status quo and develop and drive new ideas in solution support.
• Leads the global product support strategy by driving technical support, service processes, reliability monitoring, and continuous improvement initiatives to enhance product performance and customer satisfaction.
• Provides expert Level 3 escalation support while developing service training, delivering critical service communications, and ensuring effective lifecycle support through issue resolution, improvement recommendations, and end-of-life discontinuance planning.

• You’ve acquired 2+ years of experience in a role with broad technical knowledge of the XDS, Guardian solution, technical knowledge of Philips Central Station (PIC iX) and all product support processes related to installation, configuration, and troubleshooting issues.
• Your skills include: Information Systems networking; Microsoft technologies (SQL Server, Windows Server, Visual Studio, Active Directory); relational databases, VMware, SAN, and Citrix; hardware, software, and network troubleshooting; strong written/verbal communication and customer-escalation skills; scripting for troubleshooting and configuration changes; teamwork and corrective-action leadership; switch/router/controller log analysis; and TCP/IP services including DHCP, DNS, and IP multicast.
• You have an Associate’s or Bachelor’s degree, preferred in Medical Informatics, Applied Science, IT or a related field; 4 years of related work experience in a biomedical, hospital IT or similar role can substitute for a Bachelor’s degree. CCNA, CCNP, CWNA, CWTS certification or equivalent, nice to have.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• You have Biomedical, hospital IT background or extensive knowledge in this area.

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 Cambridge, MA is $114,000 to $182000.

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.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.