At Philips, we believe every human matters and are committed to improving lives through health technology. We are seeking a Remote Service Engineer - Virtual Care to join our team. In this US-remote role, you will provide advanced first-line remote technical support, managing customer service requests and ensuring compliance to deliver exceptional service.
What You'll Do
- Provide advanced first-line remote technical support to customers by resolving low-complexity issues within one or two modalities.
- Receive, document, and prioritize customer service requests from various channels, capturing all relevant information.
- Document all service activities thoroughly, including detailed diagnostics, troubleshooting procedures, and resolutions.
- Identify and escalate complex issues, providing a clear and detailed account of troubleshooting steps taken.
- Ensure all technical support activities are conducted in full compliance with regulatory guidelines.
- Engage in continuous learning and professional development to expand technical knowledge.
- Collaborate actively with cross-functional teams, sharing knowledge and best practices to improve service delivery and customer satisfaction.
- Operate under general supervision, applying advanced technical knowledge and sound judgment to make informed decisions.
What We're Looking For
- Minimum of 2 years of experience in a technical support role or equivalent.
- High School Diploma, Vocational Education, or Bachelor's Degree in an Engineering, Medical, Science-related field or equivalent.
- Technical skills in Regulatory Compliance, SQL Server management and support, Data Analysis & Interpretation, Root Cause Analysis, Troubleshooting, Escalation Management, Service Operations, Technical Documentation, and Customer Service.
Nice to Have
- Background in Healthcare or Healthcare Information Management, including HL7 messaging and clinical knowledge.
- Experience with KPI Monitoring and Reporting, Product Installation, Product Repair & Maintenance.
Technical Stack
- SQL Server
- HL7 messaging
Team & Environment
You will collaborate with cross-functional teams to improve service delivery and share best practices.
Benefits & Compensation
- Comprehensive Philips Total Rewards benefits program.
- Generous PTO.
- 401k with up to 7% company match.
- HSA with company contribution.
- Stock purchase plan.
- Education reimbursement.
- Remote service and lead generation incentive bonus plans.
- On-call pay.
- Training and advancement opportunities.
- Annual incentive plan potential.
Hourly pay ranges from $37.00 to $69.78, plus eligible overtime, depending on geographic location.
Work Mode
This is a field-based, US-remote position.
Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.
