Product Support Engineer

Job TitleProduct Support Engineer

Job Description

Your Contribution

As a Product Support Engineer, you will be responsible for the front line technical support and onsite training and escalation management when needed to supports Philips-Volcano engineer(s), distributors and customers located in Central and South America and parts of Asia.

You will also provide highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.

Responsibilities

  • Check and approve operational quality of system equipment
  • Instruct customers in the operation and maintenance of the system
  • Serve as company liaison with customer on administrative and technical matters for assigned projects
  • Interpret customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers
  • Perform, as an experienced specialized worker, assignments that require broad consultation of specialists to get a clear view on WHAT has to be delivered and complex analysis of the available data in order to decide HOW to best carry out the assignment
  • Find solutions by involving data from multiple resources using Root Cause Analysis
  • Take initiative and identify problems in actual way of working, formulate alternatives and recommendations; develop and introduce new supporting sub-processes and improves existing processes
  • Initiate and run small improvement projects
  • Comfortable working with an International Tech support Manager located in Europe

Specific skill requirements for this role include:

  • Act as an informal resource or (functional) supervisor for less experienced colleagues
  • International support experience
  • Experience dealing with suppliers/distributors outside of the United States
  • Ability to escalate technical support, answer questions/ability to correct repairs and process paperwork in a timely manner
  • Act as good will ambassador
  • Experience working closely with QA&R in responding to questions about submitted documentation and resolving outstanding questions about past service activity
  • Management of service quotations for parts and repairs of equipment as needed
  • Participation in quality and technical activity and keep the service organization up to date on product changes and new product releases. Fluent in English, conversant in Spanish and some Portuguese is preferred
  • Interpret customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers
  • Direct subordinates to complete assignments using established guidelines, procedures and policies

Additional Desirable Qualifications:

  • Previous Class 2 and 4 Medical Device experience is preferred

TRAVEL

  • Extended international travel will be required
  • Travel will be less than 50% however duration of travel will be several weeks at a time

Our offer

Here at Philips WE ARE Working Together for a Better Tomorrow:

Philips’ dedication to enriching lives is reflected in our company, our solutions, and a commitment to our people.

Philips products lead to improved healthcare, faster diagnosis and better patient outcomes. Philips employees change lives every day.

Enjoy endless opportunities to learn, and develop your career in the directions to which you aspire. Philips Healthcare is a place where you will work with others whose far-reaching ideas and accomplishments have impacted over 200 million lives already. Please help us determine what’s next. Your ideas and ability to deliver will help to transform the future of healthcare, and allow you to create your own legacy.

Thanks to our employees, we are at the forefront of the Healthcare industry. Healthcare providers, backed by our many market leading solutions, are able to diagnose confidently, improve care, and increase the quality of life for patients across North America each and every day.

Call to action

Advance your career in an environment that supports work-life balance, health & well-being and continuous learning. Making a difference begins right here, where you come first.

Ready to start improving lives by putting your personal skills & passions to work? Apply Today! Find out more info about Philips at www.philips.com/na/careers

Philips is an equal employment employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

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.

Contact

In case of difficulties with your job application please send an email to [email protected]


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