Technical Support Engineer (New England)

Philips International; United States; Remote; USD 54,000 - 84,000; Full time

Benefits offered by this job

PTO (generous)

401k match

HSA with company contribution

Stock purchase plan

Education reimbursement

Job summary

Philips is seeking a Technical Support Engineer for the New England region to provide first-line PACS support, troubleshoot imaging informatics issues, and ensure system stability for mission-critical healthcare environments. You will receive, prioritize, and manage service requests across multiple channels, document resolutions, and escalate complex issues to senior engineers.

The role requires collaboration across teams, adherence to regulatory requirements, and ongoing training to enhance

Qualifications

• 2+ years in technical support or a bachelor’s degree with no experience required
• Experience with PACS or imaging informatics preferred; Philips Vue PACS experience is a plus
• Strong troubleshooting, documentation and customer service skills in a structured support environment
• Engineering/Medical/Science field degree or equivalent diploma required
• Ability to analyze data and monitor KPIs; well-organized with attention to detail
• Team-oriented communicator who can work under supervision and escalate when needed
• Regulatory compliance experience is a plus; US work authorization required

Responsibilities

• Provide first-line technical support for PACS to ensure system stability
• Receive, prioritize and manage service requests across multiple channels
• Document activities and resolutions in the service management system
• Escalate complex issues to senior engineers and cross-functional teams
• Ensure regulatory compliance and clearly communicate solutions and next steps
• Participate in ongoing training and knowledge development

Skills

PACS experience

Troubleshooting

Customer service

Technical documentation

Service operations

KPIs

Collaborative communication

Education

Bachelor's degree

High school diploma or equivalent

Tools

PACS systems

Philips Vue PACS

Job description

Technical Support Engineer (New England)

Support a critical hospital customer by providing first-line technical assistance, ensuring system stability, and helping deliver exceptional service for mission-critical healthcare technology environments.

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.

Qualifications and Requirements

• 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.
• 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 be willing to relocate to the territory (New England).

Work Arrangement

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.

Compensation and Benefits

• 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 to $54.00hr.
• The pay range for this position in AK, DE, HI, MD, MN, and RI is $36.00hr to $57.00hr.
• The pay range for this position in CA, CT, DC, MA, NJ, NY, or WA is $39.00hr 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.

EEO and Diversity

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

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This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.