At Philips, our purpose is to improve people's health and well-being through meaningful innovation. We believe every human matters and are committed to providing quality healthcare to everybody, everywhere. We are looking for a Remote Service Engineer - Virtual Care to join our team. In this role, you will provide advanced first-line remote technical support, managing and prioritizing customer service requests to ensure high customer satisfaction.
What You'll Do
- Provide advanced first-line remote technical support to customers by resolving issues within one or two low complexity modalities.
- Receive, document, and prioritize customer service requests from various communication channels.
- Document all service activities thoroughly, including diagnostics, troubleshooting procedures, resolutions, and case statuses.
- Identify and escalate complex issues that require higher-level intervention.
- 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 to improve service delivery and customer satisfaction.
What We're Looking For
- A minimum of 2 years of experience in a technical support role or equivalent.
- A High School Diploma, Vocational Education, or a Bachelor's Degree in an Engineering, Medical, or Science related field or equivalent.
Nice to Have
- A background in Healthcare or Healthcare Information Management.
- Knowledge of HL7 messaging and clinical knowledge.
- Experience with KPI Monitoring and Reporting, Product Installation, Product Repair & Maintenance.
Technical Stack
- SQL Server management and support
- HL7 messaging
Team & Environment
You will collaborate with cross-functional teams and operate under general supervision.
Benefits & Compensation
- Comprehensive Philips Total Rewards benefits program
- Generous PTO
- 401k with up to 7% match
- HSA with company contribution
- Stock purchase plan
- Education reimbursement
- Annual incentive plan
- Remote service incentive bonus
- Sales commission or long-term incentives may be offered
- Compensation: Hourly pay ranges from $37.00 to $69.78 depending on location, plus eligible overtime.
Work Mode
This is a remote field role based in the United States (US-Remote).
Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.
