Remote Application Specialist (Patient Monitoring)

Philips

2d•$41 - $73•Remote

About The Position

As an experienced Remote Clinical Applications Support Specialist, you will leverage your nursing clinical education/training to be responsible for providing telephone and remote clinical application support to internal and external customers for our Patient Care Monitoring Systems (PCMS) team. In this role, you will not only assist in resolving customer clinical inquiries and problems, but you will also participate in an on-call rotation afterhours support program - as part of a shared team effort. Your role: Delivers end-to-end clinical application support for patient monitoring solutions, including providing telephone-based and remote support to internal and external customers, troubleshooting complex clinical application issues using advanced remote access technologies, and managing escalations through to resolution. Provides on-site support during critical customer situations as needed, takes ownership of issue resolution, and drives improved customer satisfaction and company profitability through timely, effective problem resolution. Drives operational excellence and performance accountability by ensuring accurate and timely submission of individual scorecards, maintaining complete and precise data entry within required systems, and utilizing call center tools to monitor responsiveness and meet service level expectations. Effectively manages company assets—including training, tools, equipment, travel, and expenses—in alignment with company policies while contributing structured feedback and product improvement recommendations to the product management group. Serves as a clinical subject matter expert and collaborative team partner, acting as a key resource to support team objectives and deliver a consistent, positive company image in all customer interactions. Assesses complex clinical issues, gathers and analyzes data, and partners with Technical Support Engineers to define and execute action plans through to resolution. Actively shares knowledge with peers and internal stakeholders to strengthen team capability and improve overall service delivery. Supports continuous improvement and professional development initiatives by contributing to knowledge-based tools, completing all required product and clinical training (TEDs), and ensuring alignment with evolving product capabilities and customer needs. Takes ownership of individual development planning in partnership with leadership, proactively identifying growth opportunities and enhancing expertise to drive higher levels of impact and performance.

Requirements

Bachelor of Science Degree in Nursing or Medical Technology required.
Must be registered and in good standing with appropriate credentialing body.
A minimum of five (5) years of clinical experience preferred.
A minimum of three (3) years of experience in a clinical phone support environment preferred.
Excellent customer service, communication, multi-tasking and prioritization, and ability to work with minimal supervision required.
Advanced knowledge of clinical applications within Patient Monitoring.
Scheduled on-call availability will be required.
Must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

Responsibilities

Delivers end-to-end clinical application support for patient monitoring solutions, including providing telephone-based and remote support to internal and external customers, troubleshooting complex clinical application issues using advanced remote access technologies, and managing escalations through to resolution.
Provides on-site support during critical customer situations as needed, takes ownership of issue resolution, and drives improved customer satisfaction and company profitability through timely, effective problem resolution.
Drives operational excellence and performance accountability by ensuring accurate and timely submission of individual scorecards, maintaining complete and precise data entry within required systems, and utilizing call center tools to monitor responsiveness and meet service level expectations.
Effectively manages company assets—including training, tools, equipment, travel, and expenses—in alignment with company policies while contributing structured feedback and product improvement recommendations to the product management group.
Serves as a clinical subject matter expert and collaborative team partner, acting as a key resource to support team objectives and deliver a consistent, positive company image in all customer interactions.
Assesses complex clinical issues, gathers and analyzes data, and partners with Technical Support Engineers to define and execute action plans through to resolution.
Actively shares knowledge with peers and internal stakeholders to strengthen team capability and improve overall service delivery.
Supports continuous improvement and professional development initiatives by contributing to knowledge-based tools, completing all required product and clinical training (TEDs), and ensuring alignment with evolving product capabilities and customer needs.
Takes ownership of individual development planning in partnership with leadership, proactively identifying growth opportunities and enhancing expertise to drive higher levels of impact and performance.