Philips is looking for a Remote Service Engineer - Virtual Care to deliver advanced first-line technical support for our customer base. You will proactively manage service requests, ensure detailed documentation, and help drive customer satisfaction across virtual care modalities.
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 channels, ensuring all relevant information is captured.
- Document all service activities thoroughly, including detailed diagnostics, troubleshooting procedures, resolutions, and case statuses.
- Identify and escalate complex issues that require higher-level intervention, providing a clear account of troubleshooting steps taken.
- Ensure all technical support activities are conducted in full compliance with regulatory guidelines and communicate solutions to customers.
- 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.
- Operate under general supervision, applying advanced technical knowledge and sound judgment while seeking guidance for complex situations.
What We're Looking For
- Minimum 2 years of experience in a technical support role or equivalent.
- High School Diploma, Vocational Education, or Bachelor's Degree in Engineering, Medical, Science, or a related field, or equivalent.
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.
- Knowledge of HL7 messaging.
Technical Stack
- SQL Server management and support
- HL7 messaging
Team & Environment
You will collaborate with cross-functional teams and senior engineers.
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
- On-call pay
- Training
- Advancement opportunities
- Hourly pay ranges from $37.00 to $69.78 depending on location, plus eligible overtime.
Work Mode
This is a fully remote field role based in the US.
Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.
