Product Support Engineer

Philips•Cambridge, MA

3d•$114,000 - $182,000•Onsite

About The Position

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.

Requirements

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.
Information Systems networking
Microsoft technologies (SQL Server, Windows Server, Visual Studio, Active Directory)
Relational databases
VMware
SAN
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
TCP/IP services including DHCP, DNS, and IP multicast
Biomedical, hospital IT background or extensive knowledge in this area.
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

CCNA, CCNP, CWNA, CWTS certification or equivalent

Responsibilities

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.