Technical Account Manager (Home Based)

Job Description

Job Title

Job Description

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may c ontact 888-367-7223, option 5, for assistance.

In this role, you have the opportunity to

Provide technical account management of Philips managed services at large healthcare customers. You will be responsible for the technical health, operations and performance of assigned customer environment; as well as, play a leadership role in developing and cultivating key technical stakeholder relationships with the customer.

In this role, your deep, technical competency enables proactive management, acting as a single technical liaison for the customer, trusted to provide optimized solutions aimed at reducing technical incidents. Additionally, as a member of the account team, you may manage multiple customers and will fully engage through the customer lifecycle, building a solid and deep technical knowledge base of the customer’s environment and Philips solutions. Lastly, this role is responsible for technical stability and performance, sustainment and technology adoption, ensuring customer satisfaction of our solutions.

You are responsible for (but not limited to)

• Serve as a single point of contact to ensure systems are healthy and up and running
• Provide regular updates on solution performance
• Monitors trends in case management & engages with customer support to drive resolution to ensure speedy resolution of escalated customer issues
• Is consulted by problem/product management/3rd parties to prioritize defect resolution and system/product enhancements
• Build & maintain trusting post sale relationships with assigned customer accounts in the technical departments/stakeholders
• Conducts technical health checks, documents and updates unique site requirements & configuration, review change requests for completeness and compliance with support and customer requirements, and monitor storage utilization
• Advises customer on how to maximize the use of existing solution & optimize technical environment
• Proactively identify and mitigate the impacts of reconfigurations, upgrades or replacements of other customer systems

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

• 5+ years’ experience in complex health system IT environments
• 3+ years’ experience in a consultative, post-sales enterprise solutions using client/server architecture. Additional experience in supporting clinical and/or health care applications a plus.
• 3+ years’ experience planning and implementing large software installations or managing them after installation.
• Extensive knowledge of medical imaging systems, DICOM, and HL7 messaging standards.
• Related experience in medical imaging field - preferred.
• Bachelor’s degree in science, computer science, engineering, or equivalent experience.
• Background in radiology, PACS administration, technical support in radiology field, and field customer support - a plus.
• Experience operating within an ITIL framework a plus.
• Experience in managing and leading multiple stakeholders and technical projects
• Able to document technical requirements and validate feasibility
• Broad knowledge across several technical domains, coupled with deep familiarity of Healthcare systems and clinical/technical workflow

Technical/Functional Requirements:

• Technical competence with the Philips PACS
• Expertise with Windows systems administration in an enterprise client server environment, including but not limited to:
• Microsoft SQL Server, Windows 7 & 10 client and Windows 2008 & 2012
• VMware
• Operating System (OS) Deployment
• Active Directory Lightweight Directory Services (ADLDS)
• Networking – DNS, F5, NATing, etc.
• Working knowledge of the Hospital environment and workflows.
• Knowledge of Hospital Imaging Systems (modalities i.e. – CT, MRI, NM, etc), DICOM, and clinical imaging informatics.

You are a part of

This team consists of members of the Enterprise Diagnostic Informatics team. For this position, you will report into the Director, Technical Account Management.

In return, we offer you

We offer you a dynamic working environment in an innovative business, which offers you excellent opportunities to further develop and fully expand your talents. This job provides a competitive salary, excellent benefits, up-to-date training and career-advancement opportunities.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

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.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran

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