Service Performance Analyst

Philips

2d • $90,000 - $160,000 • Remote

About The Position

In this role, you will support the performance of Philips’ technical service operations in North America. You will analyze operational data, monitor ServiceMax and PS Cloud (Certinia) performance, and help improve processes used by field, remote, and bench service teams. This role helps improve technician workflow, system adoption, data quality, and operational effectiveness. You will work closely with technical service teams, service operations leaders, IT teams, and business stakeholders to ensure ServiceMax and PS Cloud (Certinia) supports efficient service delivery.

Requirements

• You’ve acquired 5+ years of experience (with a Bachelor’s degree) or 9+ years experience in service operations, field service support, business systems analysis, or a related technical operations environment.
• Experience supporting Field Service or Technical Service operations in a Hospital Patient Monitoring product and software portfolio business is required.
• Your skills include working with operational data and performance metrics, strong problem‑solving and analytical abilities, and the ability to collaborate across teams and influence stakeholders.
• You have a Bachelor’s degree or equivalent practical experience.
• You’re an effective communicator with strong written and verbal skills and are comfortable working with business and technical stakeholders.
• You can analyze service performance using Excel or reporting tools and support initiatives as 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.

Nice To Haves

• Bonus skills include experience with ServiceMax, Certinia, Salesforce, SAP, and participation in system implementations or process improvement initiatives.

Responsibilities

• Monitor ServiceMax and PS Cloud (Certinia) Key Performance Indicators (KPIs) to track system performance, adoption, and operational effectiveness.
• Use data insights to identify trends and improvement opportunities.
• Partner with service and process owners to improve service operations through optimized workflows and system usage.
• Drive continuous improvement aligned to business goals.
• Support system enhancements by gathering requirements, coordinating user acceptance testing, and partnering with IT on delivery. Ensure solutions meet operational and user needs.
• Identify, investigate, and resolve system or process issues in collaboration with cross‑functional teams. Support CAPA activities through data analysis and root cause identification.
• Participate in change governance activities, maintain process and system documentation, and develop training materials to support adoption.
• Work with stakeholders to define project scope, assumptions, and expected outcomes.

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