Technical Support Engineer 4 (Remote)

Philips

15h•Remote

About The Position

Deliver first-line remote technical support within a single modality, resolving a broad range of technical issues while ensuring high customer satisfaction, regulatory compliance, and accurate service documentation. This is a Field based role. Philips is a health technology company focused on improving people’s health and wellbeing through meaningful innovation. They built their entire company around the belief that every human matters, and they won't stop until everybody everywhere has access to the quality healthcare that we all deserve. They create technologies and innovations that improve people's lives and support healthcare practitioners, focusing on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health. Headquartered in the Netherlands and operating in more than 100 countries globally.

Requirements

2+ years of experience in technical support, service operations, product repair and maintenance, or a related field (individual contributor role), or equivalent experience through vocational education.
Skills include troubleshooting, root cause analysis (RCA), data analysis and interpretation, regulatory compliance, technical documentation, and customer service.
High School Diploma, Vocational Education, or a Bachelor’s degree in Engineering, Medical, Science, or a related technical field (or equivalent experience).
Collaborative, detail-oriented communicator who can clearly explain technical solutions to customers, build strong internal relationships, and make sound decisions while operating under guidance for non-routine challenges.
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

Experience with product installation, service management systems, and KPI monitoring and reporting is strongly preferred.

Responsibilities

Provide first-line remote technical support, troubleshooting and resolving a wide range of product and system issues within a single modality to ensure timely, effective solutions for customers.
Receive, prioritize, and document service requests across multiple communication channels, maintaining accurate records in the service management system to support efficient case resolution and follow-up.
Conduct root cause analysis (RCA), document diagnostic steps and resolutions, and escalate complex issues with clear, detailed case histories to senior engineers or leadership as needed.
Ensure all support activities comply with regulatory guidelines and company standards, clearly communicating proposed solutions and next steps to customers.
Collaborate with cross-functional teams to improve service operations, monitor key performance indicators (KPIs), and participate in ongoing technical training to deepen expertise and enhance service delivery.