579892 Product Support Engineer - HSPMP / Cloud Services (m/w/d) (Ingenieur/in - Elektrotechnik)

About the Role

In this position, you will have the opportunity to shape the technical support strategy for the Heath Suite Patient Monitoring Platform (HSPMP), ensuring seamless integration, supportability, and scalability across healthcare systems. You will also contribute to the design process and play a vital role in fostering an open ecosystem through interoperability, training, and support documentation.

Philips Medizin Systeme Böblingen, with its 650 employees, develops and produces patient monitoring systems for a worldwide market. Our solutions are used in emergency and intensive care, pregnancy and neonatal monitoring, as well as in the OR, for anesthesia, and in the General Ward. With several hundred thousand monitors installed worldwide, Philips is the market leader in this area.

Your Role:

• Provide support for associated products/solutions in diagnosing and troubleshooting systems, acting as an expert for internal and external teams.
• Consult with others on complex issues. Influence functional management in the BU, local field, and key customers, including R&D in CX, BBN, and Bangalore.
• Develop a thorough understanding of the worldwide field organization, including the multiple field roles and tasks each performs.
• Act as the champion for the support customer in the PM marketplace, specifically lowering the cost of ownership and increasing customer satisfaction.
• Gain a thorough understanding and knowledge of product support/servicing processes to drive improvements.
• Challenge the status quo and develop/drive new ideas in solution support.
• Develop, implement, and continuously improve the product/system solution technical support strategy.
• Develop and deliver system-level service/support training for worldwide internal field service teams/organizations.
• Control the product/system solution support process.
• Monitor product/system solution reliability and performance data.
• Timely development and delivery of service communication for identified issues and solutions through FCOs/SBs/IOSMs.
• Proactively identify functional, performance, and service improvement opportunities and provide solution recommendations.
• Provide high-quality "Level 3" product/solution escalation support.

You are the right fit if:

• You have a Bachelor's / Master's Degree in Health Science, Engineering, Electronics, Network Engineering, or equivalent.
• You possess broad technical knowledge of HSPMP and Philips Central Station (PIC iX) and all product support-related processes.
• You have broad technical knowledge of cloud services, networking, tools, and support-related processes, including technologies such as Grafana and Kubernetes.
• You have excellent written and verbal communication skills.
• You have demonstrated ability to handle critical customer escalations.
• You possess broad technical knowledge of products and clinical applications for healthcare informatics products.
• You are proficient 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 hardware, software, and networking problems.
• You have excellent troubleshooting skills and the ability to write troubleshooting or configuration modifying scripts.
• You have excellent teamwork skills, along with the ability to assess, initiate, and drive corrective actions or new ideas, and to drive communication to the field and customers.
• You are fluent in German and English.

Preferred:

• Biomedical / Hospital IT background or extensive knowledge in this area.
• Degree in medical informatics or applied science.
• Cloud Architect, Professional, Administrator certification.
• CCNA, CCNP, CWNA, CWTS certification or equivalent.
• Customer-facing support experience.
• Product Support Engineering experience.

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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 the lives of others.

• Learn more about our business (https://www.philips.com/a-w/about.html).
• Discover our rich and exciting history (https://www.philips.com/a-w/about/our-history.html).
• Learn more about our purpose (https://www.philips.com/a-w/about/environmental-social-governance/our-purpose).

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 (https://www.careers.philips.com/global/en/diversity-and-inclusion). Please note that the role requires working in a hybrid way, with 3 days in the office and 2 days from home possible.

Homeoffice: Umfang: Nach Vereinbarung