Product Support Specialist, Enterprise Informatics (United States Remote)

Philips

2d • $59,138 - $111,552 • Remote

About The Position

Product Support Specialist Join a collaborative, high-impact technical support team responsible for resolving complex product issues, driving product quality, and enabling faster customer resolution through expert knowledge and escalation handling. Your role: Deliver expert-level technical support to internal teams and B2B customers by identifying root causes and coordinating resolutions through cross-functional collaboration. Act as a key escalation point, managing issues from initial assessment through resolution and root cause analysis, ensuring corrective actions are implemented to prevent recurrence. Partner with Market Technical Support Specialists (TSS) and Field Service Engineers (FSEs) to share knowledge and drive faster customer issue resolution through training and support. Contribute to the successful deployment of New Product Introductions (NPIs), including Field Factory Installations, first of a Kind implementation, and Field Monitoring Activities. Own and maintain knowledge management processes by authoring, reviewing, and archiving knowledge articles using Knowledge-Centered Service (KCS) methodology. You're the right fit if: You’ve acquired 3+ years of experience in technical support or field service, ideally in a business-to-business (B2B) health technology environment, individual contributor role. Provided technical support and troubleshooting for medical technology systems, ensuring minimal downtime and optimal performance; experience with PACS, DICOM, Structured Reporting (SR), medical measurements, EMR systems, and HL7 integration is a strong asset. Your skills include root cause analysis, escalation handling, knowledge article management, and experience working with cross-functional teams (R&D, marketing, clinical applications). You have a Bachelor’s degree in engineering, life sciences, or a related technical field. You’re an effective communicator with strong problem-solving abilities, capable of working independently or in teams, and willing to travel on-site when needed. You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. 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 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. Philips Transparency Details The pay range for this position in AZ, AR, ID, IA, KS, KY, LA, ME, MS, MO, NE, NM, OK, SC, SD, TN, UT, or WV is $59,138 to $94,620. The pay range for this position in AL, CO, FL, GA, HI, IL, IN, MI, MN, NV, NH, NC, ND, OH, OR, PA, TX, VT, VA, WI, or WY is $62,250 to $99,600. The pay range for this position in AK, DE, MD, NY, RI, or WA is $65,363 to $104,580. The pay range for this position in CA, CT, DC, MA, or NJ is $69,720 to $111,552. 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. Additional Information 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. #LI-PH1 #LI-Remote This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace. At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life. For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health. Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success. It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism. To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace. Know Your Rights

Requirements

• You’ve acquired 3+ years of experience in technical support or field service, ideally in a business-to-business (B2B) health technology environment, individual contributor role.
• Provided technical support and troubleshooting for medical technology systems, ensuring minimal downtime and optimal performance; experience with PACS, DICOM, Structured Reporting (SR), medical measurements, EMR systems, and HL7 integration is a strong asset.
• Your skills include root cause analysis, escalation handling, knowledge article management, and experience working with cross-functional teams (R&D, marketing, clinical applications).
• You have a Bachelor’s degree in engineering, life sciences, or a related technical field.
• You’re an effective communicator with strong problem-solving abilities, capable of working independently or in teams, and willing to travel on-site when needed.
• 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. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Responsibilities

• Deliver expert-level technical support to internal teams and B2B customers by identifying root causes and coordinating resolutions through cross-functional collaboration.
• Act as a key escalation point, managing issues from initial assessment through resolution and root cause analysis, ensuring corrective actions are implemented to prevent recurrence.
• Partner with Market Technical Support Specialists (TSS) and Field Service Engineers (FSEs) to share knowledge and drive faster customer issue resolution through training and support.
• Contribute to the successful deployment of New Product Introductions (NPIs), including Field Factory Installations, first of a Kind implementation, and Field Monitoring Activities.
• Own and maintain knowledge management processes by authoring, reviewing, and archiving knowledge articles using Knowledge-Centered Service (KCS) methodology.

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.
• Details about our benefits can be found here.

What This Job Offers

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