Product Support Engineer

Job Title

Job Description

Product Support Engineer

The BIU Cardiology Informatics is looking for a skilled product support engineer. This individual will be part of a broader team that is tasked to take up the service innovation responsibility for the whole product line of our IntelliSpace Cardiovascular solution; from design for service, to release, to first installs, to lifecycle management up until end-of-life. This individual must have excellent communication skills and the ability to quickly understand and adapt to ever-changing business needs. Analytical talent is essential to the success in this role. Candidates with proven experience in the software industry are ideal.
Key Areas of Responsibilities: 

• Represent service needs in the Program Team

• Coordinating and monitoring the World wide service plans and activities with the global service community throughout the life cycle of each product post-commercial release.

• Provide definition and requirements for “Design for Service” for all new products

• Lead Service Readiness Team (SRT) from inception to volume delivery of new products in the field, in adherence to regulatory processes for medical devices

• Responsible for planning and execution of service readiness tasks to deliver according to the project milestones

• Work closely with cross-functional disciplines (i.e.: R&D, Product Management, Supply Chain), influencing development and manufacture for serviceability

• Coordinate members of different functions in Service (Training, Field Service, and Technical Support Groups) to ensure successful product introductions

• Creating, reviewing and validating all service and customer-related documentation and tooling

• Collect and prioritize the feedback from service validation and initial deployments with the Program Team

• Defining service training requirements to support assigned Product programs

• Support 3rd party validation, interfaces, documentation, etc. as needed (beyond the deliverables provided by the vendor) as agreed by the commercialization team.

• Manage communication to service stakeholders, own function management, and program team

• Share ownership for processes and improvements within the function

• Provide remote and on-site support in case of escalations

• Develop and deliver timely service communication of identified issues and solutions

Required Competences:

• Lead or participate in programs in a matrix environment, across multiple sites/global regions, and through the entire product lifecycle

• Proactively identify upcoming technical risks, issues, and bottlenecks and resolve issues that cross departmental boundaries.

• Strong understanding of software support, troubleshooting, and escalation processes

• Knowledge of KVM and Media Streaming Technology

• Familiarity with Radiology Workflow

• Experience with Network Security

• Basic knowledge of Linux

• Basic knowledge of AWS Cloud

• Ability to travel internationally (about 10%)

Qualifications:

• BSc in engineering, computer science, health science or related discipline preferred

• 3+ years experience in the IT healthcare industry

• 3+ years in medical device or other heavily regulated industry

• 5+ years leading or participating in cross-functional teams

• Prior experience in phase-gate processes like product development or new product introductions

Skill set & Responsibilities

• Fluent in English, both verbally and in writing; other language skills are of great asset

• Strong analytical and troubleshooting skills

• Strong customer-centric skills

• Results driven

• Strong team player

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
Onsite roles require full-time presence in the company’s facilities.
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

Indicate if this role is an office/field/onsite role.

About Philips
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• Learn more about 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.