At Philips, a health technology company built around the belief that every human matters, we are looking for a Remote Service Engineer - Virtual Care. In this role, you will deliver advanced first-line remote technical support for low-complexity issues across one or two modalities, manage customer requests, and collaborate to improve service delivery.

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 detailed 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.
Operate under general supervision, applying advanced technical knowledge and sound judgment.

What We're Looking For

Minimum 2 years of experience in a technical support role or equivalent.
High School Diploma, Vocational Education/ Bachelor's Degree in Engineering, Medical, Science related field or equivalent.
Regulatory Compliance knowledge.
SQL Server management and support skills.
Data Analysis & Interpretation skills.
Root Cause Analysis (RCA) skills.
Troubleshooting skills.
Escalation Management skills.
Service Operations knowledge.
Technical Documentation skills.
Customer Service skills.
Ability to perform minimum Physical, Cognitive and Environmental job requirements with or without accommodation.

Nice to Have

Background in Healthcare or Healthcare Information Management.
Knowledge of HL7 messaging.
Clinical knowledge.
Experience with KPI Monitoring and Reporting.
Experience with Product Installation.
Experience with Product Repair & Maintenance.

Technical Stack

SQL Server
HL7 messaging

Team & Environment

You will collaborate with cross-functional teams.

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.
Remote service and lead generation incentive bonus plans.
On-call pay.
Training and advancement opportunities.
Annual incentive plan potential.
Sales commission or long-term incentives potential.
Hourly pay ranges from $37.00 to $69.78 plus eligible overtime, based on location.