Technical Support Engineer

Philips; United States; Remote; USD 48,000 - 76,000; Full time

Benefits offered by this job

Pension contribution

Private healthcare

Company car

Flexible benefits

Job summary

Philips is seeking a Technical Support Engineer to diagnose and resolve complex electro-mechanical and software issues in the field. You’ll collaborate with clinical, marketing and R&D teams, lead root-cause reviews, and support new product introductions.

This role is field-based and requires on-site presence with customers. You’ll respond to high-complexity inquiries via phone, email, or chat, diagnose problems, and drive corrective actions to restore functionality.

Qualifications

• Bachelor's degree or vocational equivalent in electronics or electrical engineering or related field.
• At least 4 years' experience in technical support, customer support, electronics or IT.
• Experience diagnosing electro-mechanical or software issues and providing remediation.

Responsibilities

• Respond to high-complexity customer inquiries via phone, email, or chat with clear guidance.
• Troubleshoot electro‑mechanical equipment and software, diagnose problems and implement corrective actions.
• Provide expert escalation support across clinical, marketing and R&D domains.
• Review root cause analyses and implement preventive actions to avoid recurrence.
• Ensure timely completion of support tickets and maintain thorough documentation.
• Document customer information and recurring issues to aid product quality programs and improvements.

Skills

Electronics Engineering

Technical Support

Customer Service

Education

Bachelor's Degree in Electronics or Electrical Engineering

Job description

Job Title

Technical Support Engineer

Job Description

Technical Support Engineer - CT

Ready to take on complex technical challenges and make a real impact for customers? As a Technical Support Engineer, you’ll be the expert who gets critical electro‑mechanical equipment and software back on track—diagnosing advanced issues, driving corrective actions and delivering fast, effective resolutions. You’ll collaborate across clinical, marketing and R&D teams, lead root‑cause reviews, support new product introductions and ensure every case is tracked through to a successful outcome.

• Responds to high‑complexity customer product inquiries through telephone, written email, or chat sessions, providing clear and helpful information to address customer questions and concerns.
• Troubleshoots complex issues with malfunctioning electro‑mechanical equipment or software applications, diagnosing problems, and assists in implementing corrective actions to restore functionality and ensure optimal performance.
• Provides expert technical expertise for escalations by assessing the customer problem and determining the appropriate support required across clinical, marketing, or research and development (R&D) domains.
• Reviews root cause analysis at the end of escalations and decides corrective actions to prevent the recurrence of issues, ensuring continuous improvement and resolution of underlying problems.
• Reviews and ensures timely completion of support tickets using ticketing systems to ensure efficient tracking, resolution, and documentation of technical issues and user requests.
• Ensures the documentation of customer information and recurring technical issues to support product quality programs and aid in product development by providing insights for improvements and addressing common problems.
• Provides reports on customer sites needing intervention to address issues resulting from customer misuse, abuse, or site conditions, ensuring timely identification and resolution of problems.
• Supports New Product Introduction and Field Operations Kit (FOK) for the assigned business group/product by overseeing installations conducted by Field Service Engineers (FSEs) both on‑site and remotely.
• Resolves more complex and severe escalated issues to senior specialists for awareness and support, ensuring they are addressed promptly within both the Business Unit (BU) and the market.

This role is a field based role.

You’re right for this role if:

• Bachelor's Degree/ Vocational Education in Electronics or Electrical Engineering, Technical Support, Customer Service Management or equivalent OR minimum 4 years of experience with Vocational Education in Technical Support, Customer Support, Electronics, Information Technology or equivalent.

Compensation and Benefits:

Doing meaningful work should come with fair, transparent rewards. The base salary range for this role is £ 36 000 - £ 57 000. We determine pay within the range using objective factors, like the skills the role requires, your relevant experience and the responsibility you'll have in this role, alongside internal equity and local market considerations. This role is eligible for a short term (annual) incentive with your rewards linked to key performance indicators and company results. Benefits include a generous pension contribution, private healthcare, along with a range of flexible benefits and family friendly policies. This role is a field based role and will therefore be eligible for a company car. We’ll share the full approach with you during the interview process, so you can make a clear, informed decision.

Due to the role working in the healthcare environment, a standard DBS (Disclosure and Baring Service) criminal record check will be required for this role.