PACS L3 Support Manager — Lead Technical Excellence

JobCubby; Northern (KY); Hybrid; USD 117,000 - 186,000; Full time

Job summary

Philips is seeking a Technical Manager for L3 PACS Support (VUE PACS) in North America. You will lead a team of PACS experts, drive complex escalations, and collaborate with R&D, Service, Sales, and customers to resolve issues and strengthen support processes.

The role emphasizes operational excellence, reduced escalations to R&D, and the use of data insights. This field role requires in-person presence as needed and supports Philips Total Rewards benefits.

Qualifications

• 7+ years experience supporting PACS or medical imaging software in a customer-facing technical support environment.
• Strong expertise in PACS solutions (on-premise and/or SaaS)
• Enterprise system troubleshooting and complex incident management
• Root Cause Analysis (RCA) and problem management
• Healthcare IT integrations (HL7, DICOM, RIS, EHR)
• System architecture and infrastructure troubleshooting
• Escalation management and service operations
• Technical documentation and knowledge management
• Data analysis and service performance monitoring
• You must be able to perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation.

Responsibilities

• Serve as the technical authority for VUE PACS, leading complex escalations, advanced troubleshooting efforts, and root cause analysis for issues across the installed customer base.
• Partner closely with R&D, Service, Sales, and Customers to drive effective issue resolution and ensure escalations are well-isolated and supported by evidence.
• Lead and develop a team of Level 3 PACS support experts through coaching, mentoring, performance guidance, onboarding, and talent development.
• Drive operational excellence by improving resolution times, reducing unnecessary escalations to R&D, and using data and insights to strengthen support processes.
• Champion knowledge sharing, documentation, and adoption of artificial intelligence (AI) tools to enhance diagnostics, troubleshooting, and product reliability.

Skills

PACS experience

PACS troubleshooting

Root Cause Analysis

Escalation management

Data analysis

Job description

Philips is seeking a Technical Manager for L3 PACS Support (VUE PACS) in North America. You will lead a team of PACS experts, drive complex escalations, and collaborate with R&D, Service, Sales, and customers to resolve issues and strengthen support processes.

The role emphasizes operational excellence, reduced escalations to R&D, and the use of data insights. This field role requires in-person presence as needed and supports Philips Total Rewards benefits.