Philips is looking for a National Support Specialist to ensure first-time-right installations of Smart-hopping infrastructure to improve remote resolution rates and reduce field escalations. This role supports Philips’ strategic initiative to enhance productivity and operational efficiency across HPM modalities.
What You'll Do
- Conduct pre-handover installation reviews for telemetry and Smart-hopping systems.
- Collaborate with Remote Service Engineers and Field Engineers to validate configurations and prevent service-impacting errors.
- Provide ad hoc field training on evaluating PIC IX logs and Smart-hopping configurations.
- Develop and deliver feedback loops to improve training content and field readiness.
- Support onboarding and mentoring of new engineers, leveraging deep product experience.
- Lead investigations into configuration-related escalations and document findings.
- Partner with NSS and PSE teams to optimize system configurations and prevent repeat issues.
- Drive the development and enforcement of standard work instructions and configuration checklists.
- Contribute to the design and implementation of quality checks as part of TTS documentation.
- Stay current with evolving technologies including Smart Hopping 2.0 and hardened security requirements.
- Provide expert guidance on complex customer environments and infrastructure challenges.
What We're Looking For
- CCNA certification.
- Enterprise network troubleshooting experience.
- Previous experience working in a hospital setting.
- Ability to adapt to changing work requirements in a complex, fast pace environment.
- Willing to travel up to 60%.
- Available 24/7 via phone or pager when scheduled on call.
- Ability to communicate effectively with various levels of employees and customers both verbally and in writing.
- Ability to calm a tense situation with upset customers if needed.
- US work authorization (no sponsorship now or in the future).
Nice to Have
- Bachelor’s Degree in Computer Science, Biomed or related field.
- At least 5 years experience in Healthcare / IT Technologies.
- CCNP certification.
- VMware certifications or equivalent experience.
- Wireshark Certified Network Analyst or equivalent experience.
- Microsoft and other certifications (e.g., MCTS, MCITP, VM WARE).
Technical Stack
- Smart-hopping infrastructure
- Telemetry systems
- PIC IX logs
- Enterprise networks
- VMware
- Wireshark
- Microsoft technologies
Team & Environment
You will partner with NSS and PSE teams.
Benefits & Compensation
- Annual incentive bonus
- Sales commission or long-term incentives
- Comprehensive Philips Total Rewards benefits program
- Generous PTO
- 401k with up to 7% match
- HSA with company contribution
- Stock purchase plan
- Education reimbursement
- Hourly pay varies by location: $39.05-$62.48/hr (AZ, AR, ID, IA, KS, KY, LA, ME, MS, MO, NE, NM, OK, SC, SD, TN, UT, WV); $41.11-$65.77/hr (AL, CO, FL, GA, HI, IL, IN, MI, MN, NV, NH, NC, ND, OH, OR, PA, TX, VT, VA, WI, WY); $43.16-$69.06/hr (AK, DE, MD, NY, RI, WA); $46.04-$73.66/hr (CA, CT, DC, MA, NJ).
Work Mode
This is a field-based role.
Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.
