Job Title
Product Support Engineer (Open)
Job Description
As a Product Support Engineer, you will be responsible for providing advanced technical support for Philips healthcare solutions and medical informatics platforms. The role focuses on diagnosing and resolving complex technical issues, supporting customer escalations, and contributing to continuous improvements in product support processes to enhance customer satisfaction and operational performance.
Your role:
- Provide advanced technical support for healthcare products and solutions, diagnosing and troubleshooting software, hardware, network, and system-related issues.
- Act as a subject matter expert for internal teams, field engineers, and customers, supporting complex technical investigations and escalations.
- Collaborate with global teams, including R&D, Product Management, Service, and Field Service organizations to drive issue resolution and product improvements.
- Advocate for customer needs throughout the product lifecycle while promoting service excellence and customer satisfaction.
- Lead technical troubleshooting efforts and provide Level 3 escalation support for critical customer issues.
- Support service process improvements, reliability initiatives, technical communications, and knowledge-sharing activities.
- Participate in the development of training materials and technical documentation for internal and external stakeholders.
- Drive continuous improvement initiatives focused on product performance, supportability, and customer experience.
You're the right fit if:
- You have experience in Healthcare IT, Biomedical Engineering, Medical Informatics, Clinical Informatics, Technical Product Support, or related fields.
- You have experience diagnosing and troubleshooting complex hardware, software, networking, or system integration issues.
- You possess strong knowledge of information systems networking and IT infrastructure.
- You are familiar with technologies such as Microsoft Windows Server, SQL Server, Active Directory, VMware, Citrix, storage solutions, or comparable enterprise technologies.
- You have experience with network troubleshooting, including TCP/IP, DHCP, DNS, switches, routers, wireless infrastructure, and system connectivity analysis.
- You demonstrate strong communication skills and experience working with customer escalations.
- Experience supporting hospital environments, medical devices, patient monitoring systems, healthcare informatics platforms, or Philips solutions is highly desirable.
- Cisco certifications (CCNA, CCNP) or equivalent networking certifications are considered a plus.
- Bachelor's degree in Biomedical Engineering, Computer Science, Information Technology, Medical Informatics, Engineering, or a related field.
- Relevant professional experience may be considered in lieu of formal education.
- Advanced English
Preferred Qualifications
- Experience supporting Philips healthcare technologies or equivalent healthcare solutions.
- Experience working in hospital IT environments.
- Experience supporting enterprise software deployments and integrations.
- Fluency in English.
- Experience working with global stakeholders and international customers.
How we work together
We believe we are better together than apart. This role follows Philips' hybrid working approach, with a combination of office and remote work depending on business needs and local organizational requirements.
This is an office role.
About Philips
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.