Philips

Product Support Engineer – HSPMP, Cloud Services

Philips

full-time

Posted on:

Location Type: Hybrid

Location: Cambridge • Massachusetts • United States

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

CitrixCloudSQLVMware

About the role

  • Provide support for associated products/solutions in diagnosing, troubleshooting systems and act as experts for the team inside and outside.
  • Consults with others on complex issues.
  • Influences functional management in the BU, local field and key customers, including R&D in CX, BBN and Bangalore.
  • Be the champion for the support customer in the PM marketplace, specifically lowering the cost of ownership and increasing customer satisfaction.
  • Thorough understanding and knowledge of product support/servicing processes to drive improvements.
  • Challenge the status quo and develop and drive new ideas in solution support.
  • Development, implementation, and continuous improvement of the product/system solution technical support strategy.
  • Development and delivery of System Level Service/Support training for worldwide internal field service teams/organizations.
  • Control of the product/system solution support process.
  • Product/System Solution reliability and performance data monitoring.
  • Timely development and delivery of service communication for identified issues and solutions through FCOs/SBs/IOSMs.
  • Proactive identification of functional, performance, and service improvement opportunities and solution recommendations.
  • High-quality “Level 3” product/solution escalation support.

Requirements

  • Bachelor's / Master's Degree in Health Science, Engineering, Electronics, Network Engineering or equivalent.
  • Broad technical knowledge of HSPMP and Philips Central Station (PIC iX) and all Product Support related processes.
  • Broad technical knowledge of Cloud services, networking, tools and support related processes.
  • Proficiency with technologies such as: Information Systems Networks, Microsoft technologies including SQL Server, XP, Windows Server 20xx, Visual Studio, Active Directory, Relational Databases, VMWare, SANS 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 and drive corrective actions or new ideas, and to drive communication to the Field and Customers.
  • Fluent in German and English.
Benefits
  • Flexible working arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingproduct supportsystem support strategyservice communicationHSPMPPhilips Central StationCloud servicesnetworkingSQL ServerVMWare
Soft Skills
teamworkcommunicationproblem-solvinginfluencinginitiativecustomer satisfactioncreativityproactive identificationtraining deliveryconsultation
Certifications
Bachelor's DegreeMaster's Degree