Jobs in United States

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common: an unwavering sense of purpose and a relentless determination to deliver on our customers’ needs.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to focus on delivering excellent healthcare informatics product service support expertise to customers and being there for customers when they need us most. The Technical Support Specialist - Healthcare Informatics is responsible for providing service support expertise to customers, ensuring high customer satisfaction.

• Manage and maintain effective communication with customers in relation to logged service requests.
• Manage effective communication with internal and external cross functional teams.
• Effectively utilize service tools for the logging, triage and classification of cases in line with published work instructions, leading to resolution – remotely or onsite.
• Monitoring of cases to ensure SLAs are being met for communication and resolution, escalating cases where SLA breach is approaching, and a case is unresolved.
• Negotiating and prioritizing case load with the Service Delivery Manager and/or the support team members.
• Work on root cause analysis of the incident when needed and work with Problem management team or Subject Matter Expert for further analysis.
• Undertaking analysis of cases to identify recurring incidents and liaising with Incident management, Problem management and other functional groups to ensure permanent resolution to these incident types.
• Participate in weekly rotating on-call responsibilities, providing 24/7 coverage.
• Work with team to perform preventive maintenance.
• Participate and contribute in cross functional team as an active team member.
• Scoping, designing, building, deploying and/or integrating solutions.
• Analyzes the unique business, technical and clinical customer requirements to design, build and/or integrate the most appropriate solution.
• Documentation of solutions to ensure support teams and other consultants can participate in support and onward development.
• Practices strong configuration management and version control.
• Execute activities as described in the Philips Excellence Process Framework.
• Manage and maintain effective communication with customers in relation to logged service requests and project deployment.
• Mentors and trains customers to maintain their systems.
• Is a customer advocate and leverages insights to drive product decisions.
• Participate and contribute in cross functional team as an active team member.
• Contributes to the collective learning of Philips, seeking to share knowledge globally; assesses and shares repeatable processes that can be leveraged across multiple projects.
• Manage effective communication with internal and external cross functional teams.
• Effectively utilize service and project management tools for the logging, triage and classification of cases and time worked against a project in line with published work instructions, leading to resolution – remotely or onsite.
• Resolve technical issues and offer proactive technical support.
• Monitoring of cases that has been assigned to ensure SLAs are being met for communication and resolution, escalating cases where SLA breach is approaching, and a case is unresolved.
• Meeting project milestones and timelines for tasks / activities that has been assigned.
• Negotiating and prioritizing, timelines, case load with various internal stakeholders and/or the support teams.
• Work on root cause analysis of the incident when needed and work with Problem management team for further analysis.
• Undertaking analysis of cases to identify recurring incidents that could be potentially due to quality of deployment during the project phase and liaising with Incident management, Problem management and other functional groups to ensure permanent resolution to these incident types.
• Participate project deployment and associated activities which may require working beyond business hours.
• Work with the technical support team to optimize existing install bases with learnings from deployments.

• Relevant degree in computer science or related technology with a minimum of 5 years overall experience with 3+ years hands-on experience supporting different customers.
• Windows Server Administration experience preferred.
• Knowledge of Oracle database, VMware, Hyper-V, Windows Server application and Network technologies preferred.
• Awareness of or Familiarity with Radiological workflow, including DICOM, HL7 etc., preferred but not mandatory.
• Proven proactive, self-starter with ability to assess complicated scenarios, determine action required, and engage appropriately to resolution.
• Proven ability to solve problems systematically and effectively, ensures high customer satisfaction.
• Self-driven, independent, humble and team spirited with learning aptitude.
• Exhibits leadership through personal responsibility, accountability and teamwork.
• Able to write client-side scripts like PowerShell, batch etc.

We believe in embracing flexibility, being at our best, and impactful collaboration. We know just how important direct interactions are and work is more engaging when we are more frequently face-to-face, and that we experience better collaboration which drives innovation.

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year.