Product Support Engineer CVI (m/f/d)

Job Title

The BIU Cardiology Informatics is looking for a skilled product support engineer. This individual will be part of the Service operation team that is tasked to take up the service readiness responsibility for a product line/s of our IntelliSpace Cardiovascular solution; from design for service, to release, to first installs, to lifecycle management up until end-of-life – within the team.                

Your role:

• Represent service needs within the Program Team and Work closely with cross-functional disciplines (i.e.: R&D, Product Management, Supply Chain, Q&R), influencing development and manufacture for serviceability (role within a team responsibility)
• 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 input on service requirements for new product releases.
• Coordinating the Service Readiness Team (SRT) to support First Of a Kind installations and Field monitoring activities for collecting feedback and Business Improvement
• Coordinate for planning and execution of service readiness tasks to deliver according to the project milestones
• Coordinate members of different functions in Service (Training, Field Service, and Technical Support Groups) to ensure successful product introductions
• Creating, reviewing, and validating service technical documentation and customer-related documentation, and tooling
• Collect and prioritize the feedback from service validation and initial deployments with the Program Team
• Collect 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.
• Shared ownership for processes and improvements within the function
• Provide remote and on-site support in case of escalations
• Communicate technical issues and resolutions to the service team and stakeholders.

Great, if you have the following:

• 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

• 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

• Outstanding technical problem solving skills and a passion to solve hard problems

• Knowledge of the Microsoft technology stack (Windows OS, .Net, SQL Server, Azure cloud)

• Ability to travel internationally (about 10%)

• Knowledge of HL7 and Dicom (troubleshooting) protocols

• 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

Philips benefits for you:

• Annual leave: 30 days

• Mobility and devices: subsidized Germany ticket (instead of 58€ only 35,10€), leasing opportunities for private use (bicycles, cars, smartphones,…)

• Philips University & Philips in Balance: Wide range of professional training courses and for personal development & Healthcare

• Philips Pension Fund: Employer-funded pension plan

• “Partnerzeit” – two paid weeks off after your partner has given birth

• Philips MyShop: Discount on Philips products

• Meals: Free drinks and low prices in our canteen and Café Philistro

• Culture: Informal culture, a paid day for voluntary work, various team/cultural activities (on sustainability, diversity, ...), etc.

How We Work Together

We believe that we achieve better results when we work together rather than apart. For our office teams this means to be on-site at least 3 days a week.

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. With patient safety and Quality as our fundamental premise, we focus on regulatory requirements and quality standards in our daily work. Do the work of your life to help the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• 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.