Remote (Global) Full-time

Unknown Company is hiring a Remote Service Engineer - Virtual Care (US-Remote)

About the Role

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.

Required Skills
SQL ServerHL7Customer SupportTroubleshootingTechnical DocumentationRemote DiagnosticsVirtual CareHealthcare ITSystem AdministrationData AnalysisComplianceNetworkingCommunication
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Posted 8 months ago