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.
Work Mode
This is a remote position (US-Remote).
Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.
