Product Support Specialist, Enterprise Informatics (United States Remote)

Join a collaborative, high-impact technical support team responsible for resolving complex product issues, driving product quality, and enabling faster customer resolution through expert knowledge and escalation handling. This role involves delivering expert-level technical support, acting as a key escalation point, partnering with Market Technical Support Specialists and Field Service Engineers, contributing to New Product Introductions, and maintaining knowledge management processes using KCS methodology.

Must Have

• Deliver expert-level technical support to internal teams and B2B customers by identifying root causes and coordinating resolutions.
• Act as a key escalation point, managing issues from initial assessment through resolution and root cause analysis.
• Partner with Market Technical Support Specialists (TSS) and Field Service Engineers (FSEs) to share knowledge and drive faster customer issue resolution.
• Contribute to the successful deployment of New Product Introductions (NPIs), including Field Factory Installations and Field Monitoring Activities.
• Own and maintain knowledge management processes by authoring, reviewing, and archiving knowledge articles using KCS methodology.
• 3+ years of experience in technical support or field service, ideally in a B2B health technology environment.
• Provided technical support and troubleshooting for medical technology systems.
• Skills in root cause analysis, escalation handling, knowledge article management, and working with cross-functional teams.
• Bachelor’s degree in engineering, life sciences, or a related technical field.
• Effective communicator with strong problem-solving abilities, capable of working independently or in teams, and willing to travel on-site when needed.
• Ability to successfully perform minimum Physical, Cognitive and Environmental job requirements.

Good to Have

• Experience with PACS, DICOM, Structured Reporting (SR), medical measurements, EMR systems, and HL7 integration.

Perks & Benefits

• Generous PTO
• 401k (up to 7% match)
• HSA (with company contribution)
• Stock purchase plan
• Education reimbursement
• Comprehensive Philips Total Rewards benefits program

Job Title

Product Support Specialist, Enterprise Informatics (United States Remote)

Job Description

Product Support Specialist

Join a collaborative, high-impact technical support team responsible for resolving complex product issues, driving product quality, and enabling faster customer resolution through expert knowledge and escalation handling.

Your role:

• Deliver expert-level technical support to internal teams and B2B customers by identifying root causes and coordinating resolutions through cross-functional collaboration.

• Act as a key escalation point, managing issues from initial assessment through resolution and root cause analysis, ensuring corrective actions are implemented to prevent recurrence.

• Partner with Market Technical Support Specialists (TSS) and Field Service Engineers (FSEs) to share knowledge and drive faster customer issue resolution through training and support.

• Contribute to the successful deployment of New Product Introductions (NPIs), including Field Factory Installations, first of a Kind implementation, and Field Monitoring Activities.

• Own and maintain knowledge management processes by authoring, reviewing, and archiving knowledge articles using Knowledge-Centered Service (KCS) methodology.

You're the right fit if:

• You’ve acquired 3+ years of experience in technical support or field service, ideally in a business-to-business (B2B) health technology environment, individual contributor role.

• Provided technical support and troubleshooting for medical technology systems, ensuring minimal downtime and optimal performance; experience with PACS, DICOM, Structured Reporting (SR), medical measurements, EMR systems, and HL7 integration is a strong asset.

• Your skills include root cause analysis, escalation handling, knowledge article management, and experience working with cross-functional teams (R&D, marketing, clinical applications).

• You have a Bachelor’s degree in engineering, life sciences, or a related technical field.

• You’re an effective communicator with strong problem-solving abilities, capable of working independently or in teams, and willing to travel on-site when needed.

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

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.

This is a Field role

Philips Transparency Details

The pay range for this position in AZ, AR, ID, IA, KS, KY, LA, ME, MS, MO, NE, NM, OK, SC, SD, TN, UT, or WV is $59,138 to $94,620.

The pay range for this position in AL, CO, FL, GA, HI, IL, IN, MI, MN, NV, NH, NC, ND, OH, OR, PA, TX, VT, VA, WI, or WY is $62,250 to $99,600.

The pay range for this position in AK, DE, MD, NY, RI, or WA is $65,363 to $104,580.

The pay range for this position in CA, CT, DC, MA, or NJ is $69,720 to $111,552.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

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This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.