Product Support Engineer

Job Description

Job Title

Job Description

In this role, you have the opportunity to:

Product Support Engineering represents and champions customer support needs in the development of new products and interim product releases as well as service tools. Works closely with cross-functional organizations (i.e.: Development Engineering, Marketing, Customer Service Centers, Professional Services, etc.) providing supportability requirements, influencing design and manufacture for supportability. Working with World-wide Customer Services, Field Service, and Technical Support Teams; Product Support Engineering ensures successful product introductions and best in class service delivery contributing to high Net Promoter Scores. This includes support planning, training development and delivery. Maximize customer satisfaction through product reliability and performance data monitoring. Drive continuous improvement of products, service and support strategies. Provide “Level 3” technical assistance to the L1 / L2 global teams and end user/customer in diagnosing, troubleshooting, repairing and debugging products, systems or software when issues cannot be resolved locally. Develops and delivers timely service communication of identified issues and solutions. Develops and delivers timely discontinuance plans prior to end of product life.

You are responsible for:

· Partner with Software Engineers during the development process to ensure product supportability,

· Develop and implement product support plans

· Develop and deliver service training for worldwide internal field service teams

· Provides high quality Level 3 Product Support to the world-wide Services Teams.

· Proactively identify functional, performance and service improvement opportunities and recommend solutions.

You are a part of:

Connected Care Informatics provides clinical informatics and patient care solutions that simplify clinician workflow, improve financial outcomes, and help improve and save lives.

Be a part of a team that uses strong technical and problem solving skills to provide technical/clinical support to service engineers and Philips Healthcare customers around the world. In this role, you have new and different challenges every day and have the opportunity to go home at night knowing that you have made difference in improving healthcare and perhaps even saving lives.

We simplify healthcare by focusing on the people in the care cycle – patients and care providers. Through combining human insights and clinical expertise, we aim to improve patient outcomes while lowering the burden on the healthcare system. Philips delivers advanced solutions for both health professionals, to meet the needs of patients, and empowered consumers for affordable healthcare whether in hospital or at home.

This role will be based in Bangalore, India at the Bangalore Innovation Center.

To succeed in this role, you should have the following skills and experience:

The successful candidate will have a BS in computer science, IT, Healthcare informatics, or the equivalent and have minimum of 5 years of experience:

· Broad technical knowledge of products and clinical applications for healthcare informatics products.

· Proficiency with technologies such as: Information Systems Networks, Microsoft technologies including SQL Server, Microsoft Windows Client Operating Systems, Microsoft Windows Server Operating Systems, Visual Studio, Active Directory, Relational Databases, VMWare, SAN technology, Citrix and tools for troubleshooting a variety of HW, SW and networking problems.

· Excellent troubleshooting skills and ability to write troubleshooting or configuration modifying scripts.

· Excellent teamwork skills along with the ability to assess and initiate corrective actions.

· Self Starter and ability and desire to continuously learn.

· Previous experience with PCA Products such as IntelliSpace Critical Care and Anesthesia, CompuRecord, or eCare Manager.

· Strong command of the English Language

The following will be helpful but not required:

· In Hospital experience with Clinical IT products – technical or clinical

· Development engineering experience of clinical IT products

· MCSE or A+ certification or equivalent

· Ability to troubleshoot networking problems; (Network+ certification or equivalent)

· Familiarity with .Net

· Project management skills

· A clinical background (RN Certified)

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there,you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

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