Job Title

Job Description

Product Support Engineer, Clinical Integration & Insights – Cambridge, MA

As a Product Support Engineer primarily for the Clinical Insights Manager cloud solution and other products from the Clinical Integration & Insights Business Unit you will investigate complex customer issues, help achieve a high level of customer satisfaction and champion customer needs as well as supportability requirements with R&D teams.

Your role:

• Main focus is on the Clinical Insights Manager cloud solution which allows hospital clinical staff to review medical device data through a web-based interface as well as hospitals to store all of their data to private data lakes
• Handle support escalations from lower levels of Technical Support and Field Implementation teams for complex issues
• Create solutions or workaround for escalated issues in order to ensure a high level of customer satisfaction
• Perform root cause investigation of issues to provide the necessary information to R&D to correct product issues
• Train lower levels of support and other members of the S&SD teams on technical aspects of products
• Acts as a technical expert on products
• Champion customer support needs and supportability requirements in products
• Work together with Product Management and R&D teams to specify and review supportability and reliability aspect of products

You're the right fit if:

• You’ve acquired 2+ years of experience in healthcare IT or medical device support
• Your skills include knowledge of hospital IT systems, network communication, databases, cloud environments, a strong customer focus and problem-solving mindset
• You have a background in IT medical devices, or a relevant field, demonstrated either through direct experience or through academic credentials
• You have a master’s degree in computer engineering, Healthcare Technology Science or equivalent experience
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• You have good interpersonal skills, work well within teams composed of people with very varied profiles (technical and non-technical), are able to understand complex technical topics and simply them for the non-initiated.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Read more about our employee benefits.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Cambridge, MA.

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This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.