Technical Support Engineer (New England)

Philips

4d•$35 - $61•Onsite

About The Position

Support a critical hospital customer by providing first-line technical assistance, ensuring system stability, and helping deliver exceptional service for mission-critical healthcare technology environments. Your role involves providing first-line technical support within Picture Archiving and Communication Systems (PACS), troubleshooting and resolving customer issues to ensure high levels of customer satisfaction. You will receive, prioritize, and manage service requests across multiple communication channels, documenting all activities and resolutions in the service management system. Complex technical issues will be escalated when needed, collaborating with senior engineers and cross-functional teams to drive timely resolution. You will ensure all support activities comply with regulatory requirements while clearly communicating solutions and next steps to customers. Participation in ongoing training and knowledge development is expected to enhance technical expertise and contribute to continuous service improvement.

Requirements

Minimum of 2 years of experience in technical support or a related field with vocational education, or a bachelor’s degree with no prior experience required.
Experience with Picture Archiving and Communication Systems (PACS), imaging informatics, or Philips Vue PACS is preferred; direct Philips Vue PACS experience is a plus but not required.
Skills include troubleshooting, customer service, technical documentation, service operations, and resolving technical issues in a structured support environment.
High school diploma, vocational education, or a bachelor’s degree in Engineering, a Medical field, a Science-related field, or an equivalent discipline.
Skills include strong on-premises IT, root cause analysis, product installation, product repair and maintenance, and monitoring service performance through key performance indicators (KPIs).
Collaborative communicator who can build effective working relationships across teams, document technical findings clearly, and make informed decisions while working under direct supervision.
Experience with regulatory compliance, data analysis and interpretation, and supporting customers in critical service environments is a plus.
Must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

Nice To Haves

Direct Philips Vue PACS experience is a plus but not required.
Experience with regulatory compliance, data analysis and interpretation, and supporting customers in critical service environments is a plus.

Responsibilities

Provide first-line technical support within (PACS) Picture Archiving and Communication Systems, troubleshooting and resolving customer issues to ensure high levels of customer satisfaction.
Receive, prioritize, and manage service requests across multiple communication channels, documenting all activities and resolutions in the service management system.
Escalate complex technical issues when needed, collaborating with senior engineers and cross-functional teams to drive timely resolution.
Ensure all support activities comply with regulatory requirements while clearly communicating solutions and next steps to customers.
Participate in ongoing training and knowledge development to enhance technical expertise and contribute to continuous service improvement.