Clinical Support Specialist (Manhattan)

Philips; United States; On-site; USD 65,000 - 101,000; Full time

Job summary

Philips is seeking a Clinical Support Specialist in Manhattan to act as a clinical SME, delivering frontline support, troubleshooting, and coordinated escalation management. You will work with cross-functional teams to ensure timely resolution and maintain high-quality customer outcomes.

The role requires 2+ years of PACS implementation/administration or radiology support, with strong knowledge of hospital workflows and DICOM/HL7.

Qualifications

• PACS implementation/administration or healthcare radiology support experience (2+ years).
• Strong knowledge of hospital workflows.
• Bachelor's degree may substitute for experience.
• ARRT or CIIP certification preferred.

Responsibilities

• Provide frontline clinical support via phone, email, and chat.
• Troubleshoot application issues and resolve product inquiries.
• Manage escalation process from intake to resolution.
• Collaborate with engineering and technical teams to resolve complex issues.
• Deliver clinical education and training to customers and internal teams.

Skills

Analytical skills

Action plan development

DICOM/HL7/PACS knowledge

ARRT certification

Education

High school diploma or equivalent

ARRT or CIIP certification

Job description

Clinical Support Specialist (Manhattan)

Your role: Serves as a clinical subject matter expert by providing frontline customer support, troubleshooting application issues, and resolving product inquiries through phone, email, and chat. Leverages deep clinical product knowledge and strong problem-solving skills to address customer concerns independently and efficiently. Owns the escalation management process from intake through resolution, including developing action plans, coordinating cross-functional support, and securing customer agreement on corrective actions. Escalates high-severity issues to senior leadership when appropriate and drives timely resolution. Partners with technical, engineering, and development teams to investigate complex customer issues and ensure effective problem resolution. Conducts root cause analyses, implements corrective actions, and documents troubleshooting activities to prevent recurring issues. Provides clinical education, training, and guidance to both customers and internal service teams to promote effective product use and improve operational performance. Develops and delivers knowledge-sharing initiatives, technical seminars, and best-practice resources to enhance team productivity. Maintains a strong focus on quality, compliance, and continuous improvement by monitoring customer feedback, reporting safety concerns, and keeping knowledge resources current with evolving clinical trends. Builds collaborative relationships across teams while providing leadership with insights and recommendations for customer sites requiring intervention.

You're the right fit if:

You’ve acquired 2+ years of PACS implementation/administration, healthcare technical support or radiology experience and have a strong knowledge of hospital workflows; a bachelor's degree may be considered in lieu of experience.

Your skills include:

• Strong analytical skills with the ability to manage competing priorities and deliver results under tight deadlines.
• Aptitude for developing and executing action plans to drive issue resolution.
• An understanding of DICOM and/or HL7 and Vue PACS is preferred.
• You have a high school diploma, vocational education or a bachelor's degree or equivalent.
• ARRT or CIIP certification highly preferred.

You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

You're a strong collaborator with the ability to build productive working relationships across teams and stakeholders.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. This is an onsite role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others. Learn more about our business. Discover our rich and exciting history. Learn more about our purpose. Learn more about our culture.

Philips Transparency Details

The pay range for this position in NY is $47.00 to $73.00. The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. 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. Details about our benefits can be found here. At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

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. Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Manhattan, NY. This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.

Philipsis an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug‑free workplace.

At Philips, we believe that every human matters. As a global health‑tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life. For more than 130 years, we have been creating technologies and innovations that improve people’s lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health. Together, we deliver better care for more people because we believe that every human matters.That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success.

It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism.

To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Philipsis an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug‑free workplace. Know Your Rights