Technical Support Specialist - Healthcare Informatics

Philips; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Philips seeks a Technical Support Specialist - Healthcare Informatics to deliver exceptional product support, ensuring customer satisfaction. The role involves managing service requests, coordinating teams, and providing technical expertise. Join a vibrant team in a company committed to improving lives through health technology.

Qualifications

• 5+ years overall experience and 3+ years supporting customers.
• Proactive problem-solver with a strong customer focus.
• Ability to write scripts like PowerShell or batch.

Responsibilities

• Managing communication with customers regarding service requests.
• Coordinating with internal and external teams.
• Conducting root cause analysis and collaborating with Problem Management.

Skills

Windows Server Administration

Oracle

VMware

Hyper-V

network technologies

Radiological workflows

DICOM

HL7

problem solving

customer satisfaction

scripting (PowerShell, batch)

Education

Degree in computer science or related field

Job description

Job Title: Technical Support Specialist - Healthcare Informatics

Philips is a global leader in health technology, committed to improving lives worldwide through innovation. We are a team of 80,000 individuals driven by purpose and a relentless focus on customer needs, creating solutions that make a real difference.

In this role, you will focus on delivering excellent healthcare informatics product support to customers, ensuring high satisfaction. The Technical Support Specialist - Healthcare Informatics provides service support expertise, resolving incidents, problems, and service requests, acting as a conduit between technical teams and customers, including Philips EDI, Service Desk, Solutions Group, Project Office, Sales, and Management.

Key Responsibilities include:

1. Managing communication with customers regarding service requests.
2. Coordinating with internal and external teams.
3. Utilizing service tools for case logging, triage, and resolution, remotely or onsite.
4. Monitoring SLAs and escalating unresolved cases.
5. Negotiating case priorities with support teams.
6. Conducting root cause analysis and collaborating with Problem Management.
7. Participating in weekly on-call duties for 24/7 coverage.
8. Performing preventive maintenance and contributing as an active team member.
9. Designing, deploying, and integrating solutions, including software implementation and documentation.
10. Analyzing customer requirements to recommend suitable solutions.
11. Mentoring customers and sharing knowledge globally.
12. Managing communication related to deployment and support.
13. Resolving technical issues proactively.
14. Meeting project milestones and timelines.
15. Participating in project deployment activities, including outside business hours.
16. Optimizing existing installations based on deployment learnings.

Qualifications:

• Degree in computer science or related field, with 5+ years of overall experience and 3+ years supporting customers.
• Preferred experience with Windows Server Administration, Oracle, VMware, Hyper-V, and network technologies.
• Familiarity with Radiological workflows, DICOM, HL7 is a plus.
• Proactive problem-solver with high customer satisfaction focus.
• Self-driven, responsible, team-oriented, with learning aptitude.
• Ability to write scripts like PowerShell or batch.

Our Work Culture:

We embrace flexibility, strive for excellence, and foster impactful collaboration. Our work involves a mix of face-to-face interaction and remote focus time, aiming to deliver the best experience for our customers and colleagues.

Why Join Philips?

Working at Philips is a calling to create a healthier society through innovative health technology solutions. Join us to improve global health and build a meaningful career. Explore more on our careers website, read employee stories, and learn about our recruitment process.