Product Support Specialist, Enterprise Informatics (United States Remote)

Philips

7d • $59,138 - $111,552 • Remote

About The Position

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: Provided technical support and troubleshooting for medical technology systems, ensuring minimal downtime and optimal performance; experience with DICOM, Structured Reporting (SR), medical measurements, EMR systems, HL7 integration and PACS. 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.

Requirements

• You've delivered support for a Windows-based medical application through expert troubleshooting of DICOM connectivity, HL7 integrations, and complex networking configurations between medical modalities and PACS
• 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

• Provided technical support and troubleshooting for medical technology systems, ensuring minimal downtime and optimal performance
• 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.

What This Job Offers

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