Technical Support Engineer (Charlotte, NC)

Philips International; Charlotte, Northern (NC, KY); Hybrid; USD 100,289,000 - 154,732,000; Full time

Benefits offered by this job

PTO

401k matching

Stock purchase plan

Education reimbursement

Job summary

Philips is seeking a dedicated technical owner for a major Charlotte customer in imaging informatics. You will provide first-line PACS support, troubleshoot issues, and document resolutions to maintain system stability and high customer satisfaction.

The role requires at least 2 years in technical support or a related field (bachelor’s considered), familiarity with PACS or Philips Vue PACS preferred, and strong communication to coordinate with engineers and customers.

Qualifications

• Minimum of 2 years of experience in technical support or related field, or a bachelor’s degree with no experience required.
• Experience with PACS, imaging informatics, or Philips Vue PACS preferred.
• Strong troubleshooting, documentation, and KPI monitoring skills.
• Ability to communicate solutions clearly and follow regulatory requirements.

Responsibilities

• Serve as technical owner for a large customer in Charlotte, ensuring system stability and minimal downtime.
• Provide first-line PACS technical support and resolve customer issues to maintain high satisfaction.
• Receive, triage, prioritize, and document service requests across multiple channels.
• Escalate complex issues to senior engineers and collaborate with cross-functional teams.

Skills

Troubleshooting

Customer service

Technical documentation

Service operations

KPIs monitoring

Education

Bachelor's degree

Vocational education

Tools

PACS

Philips Vue PACS

Job description

Your role

Serve as the dedicated technical owner for one of our large customers in Charlotte, NC imaging informatics environment, ensuring system stability, minimizing downtime, and delivering an exceptional customer support experience. Your role: 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.

You're the right fit if

You’ve acquired a minimum of 2 years of experience in technical support or a related field with vocational education, or you have 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

Your skills include troubleshooting, customer service, technical documentation, service operations, and resolving technical issues in a structured support environment. You have a high school diploma, vocational education, or a bachelor’s degree in Engineering, a Medical field, a Science-related field, or an equivalent discipline. Your skills include strong on-premises IT, root cause analysis, product installation, product repair and maintenance, and monitoring service performance through key performance indicators (KPIs). You’re a 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.

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

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 a field based 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 AL, AZ, AR, CO, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MI, MS, MO, MN, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV or WY is $35.00hr - $54.00hr. The pay range for this position in AK, DE, HI, MD, MN and RI is $36.00 - $57.00. The pay range for this position in CA, CT, DC, MA, NJ, NY or WA is $39.00 to 61.00hr. 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 the territory (Charlotte, NC.)

Philips is 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. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace. Know Your Rights