National Support Specialist - Hospital Patient Monitoring

Philips • Seattle, WA

1d • Onsite

About The Position

As a National Support Specialist, you will mentor Hospital Patient Monitoring (HPM) customer-facing engineers, focusing on improving capabilities and providing on-site and phone support to our Field Service Organization, as required, to resolve complex technical problems and product issues within a given modality that are beyond the capabilities of the local field service organization. Your role: Taking ownership of resolving the assigned technical issues using Philips resources (CCSC / BIU) as required. You will do this by providing technical assistance and project managing an escalation when additional technical resources need to be included. NSS supports new products introductions and installations both on-site and remotely. Information is shared bi-directional including FSE’s, BIU, CSS’s who support NPI. Taking a leadership role in the repair/solution of technical / product problems and has additional responsibility to instruct the CSS and FSE in the repair/solution process utilized, if necessary, pass any new information on to Service Programs as to the process utilized. Region BIU interface for/with the field problem escalation, FPR’s, etc. Providing leadership, training, and technical assistance to the Field Organization as the modality expert must be available for not only site visits but as a consultant over the phone to any field based associate (sales, clinical). Must be willing to travel up to 60% and be available 24/7 via phone or pager when scheduled on call. 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. This is a Field based 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. Learn more about our business. Discover our rich and exciting history. Learn more about our purpose. Learn more about our culture.

Requirements

• Bachelors’ Degree in Computer Science, Biomed or related field preferred with at least 5 years’ experience Healthcare / IT Technologies.
• CCNA certification is required, CCNP is preferred with Enterprise network troubleshooting experience.
• VMware certifications or equivalent experience and Wireshark Certified Network Analyst or equivalent experience.
• Previous experience working in a hospital setting with ability to adapt to changing work requirements in a complex, fast pace environment. Experience with Philips’ telemetry design and troubleshooting.
• Ability to communicate effectively with various levels of employees and customers both verbally and in writing. Ability to calm a tense situation with upset customers if needed.
• Demonstrated ability to effectively lead team and share knowledge to achieve assigned goals and objectives and lead internal and external resources to a stated objective without formal authority.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• US work authorization is a precondition of employment.
• Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Nice To Haves

• Microsoft and other certifications are a plus (ie. MCTS, MCITP, VM WARE).

Responsibilities

• Taking ownership of resolving the assigned technical issues using Philips resources (CCSC / BIU) as required.
• Providing technical assistance and project managing an escalation when additional technical resources need to be included.
• Supporting new products introductions and installations both on-site and remotely.
• Taking a leadership role in the repair/solution of technical / product problems and has additional responsibility to instruct the CSS and FSE in the repair/solution process utilized, if necessary, pass any new information on to Service Programs as to the process utilized.
• Region BIU interface for/with the field problem escalation, FPR’s, etc.
• Providing leadership, training, and technical assistance to the Field Organization as the modality expert must be available for not only site visits but as a consultant over the phone to any field based associate (sales, clinical).
• Must be willing to travel up to 60% and be available 24/7 via phone or pager when scheduled on call.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees