Clinical Support Specialist (Manhattan)

Philips•New York, NY

1d•$47 - $73•Onsite

About The Position

Serves as a clinical subject matter expert by providing frontline customer support, troubleshooting application issues, and resolving product inquiries through phone, email, and chat. Leverages deep clinical product knowledge and strong problem-solving skills to address customer concerns independently and efficiently. Owns the escalation management process from intake through resolution, including developing action plans, coordinating cross-functional support, and securing customer agreement on corrective actions. Escalates high-severity issues to senior leadership when appropriate and drives timely resolution. Partners with technical, engineering, and development teams to investigate complex customer issues and ensure effective problem resolution. Conducts root cause analyses, implements corrective actions, and documents troubleshooting activities to prevent recurring issues. Provides clinical education, training, and guidance to both customers and internal service teams to promote effective product use and improve operational performance. Develops and delivers knowledge-sharing initiatives, technical seminars, and best-practice resources to enhance team productivity. Maintains a strong focus on quality, compliance, and continuous improvement by monitoring customer feedback, reporting safety concerns, and keeping knowledge resources current with evolving clinical trends. Builds collaborative relationships across teams while providing leadership with insights and recommendations for customer sites requiring intervention.

Requirements

2+ years of PACS implementation/administration, healthcare technical support or radiology experience.
Strong knowledge of hospital workflows.
Strong analytical skills with the ability to manage competing priorities and deliver results under tight deadlines.
Aptitude for developing and executing action plans to drive issue resolution.
High school diploma, vocational education or a bachelor's degree or equivalent.
Ability to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
Strong collaborator with the ability to build productive working relationships across teams and stakeholders.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Nice To Haves

A bachelor's degree may be considered in lieu of experience.
Understanding of DICOM and/or HL7 and Vue PACS is preferred.
ARRT or CIIP certification highly preferred.

Responsibilities

Provide frontline customer support, troubleshooting application issues, and resolving product inquiries through phone, email, and chat.
Own the escalation management process from intake through resolution, including developing action plans, coordinating cross-functional support, and securing customer agreement on corrective actions.
Escalate high-severity issues to senior leadership when appropriate and drive timely resolution.
Partner with technical, engineering, and development teams to investigate complex customer issues and ensure effective problem resolution.
Conduct root cause analyses, implement corrective actions, and document troubleshooting activities to prevent recurring issues.
Provide clinical education, training, and guidance to both customers and internal service teams to promote effective product use and improve operational performance.
Develop and deliver knowledge-sharing initiatives, technical seminars, and best-practice resources to enhance team productivity.
Maintain a strong focus on quality, compliance, and continuous improvement by monitoring customer feedback, reporting safety concerns, and keeping knowledge resources current with evolving clinical trends.
Build collaborative relationships across teams while providing leadership with insights and recommendations for customer sites requiring intervention.