[Hiring] Technical Support Engineer 4 @Philips

Role Description

Deliver first-line remote technical support within a single modality, resolving a broad range of technical issues while ensuring high customer satisfaction, regulatory compliance, and accurate service documentation.

• Provide first-line remote technical support, troubleshooting and resolving a wide range of product and system issues within a single modality to ensure timely, effective solutions for customers.
• Receive, prioritize, and document service requests across multiple communication channels, maintaining accurate records in the service management system to support efficient case resolution and follow-up.
• Conduct root cause analysis (RCA), document diagnostic steps and resolutions, and escalate complex issues with clear, detailed case histories to senior engineers or leadership as needed.
• Ensure all support activities comply with regulatory guidelines and company standards, clearly communicating proposed solutions and next steps to customers.
• Collaborate with cross-functional teams to improve service operations, monitor key performance indicators (KPIs), and participate in ongoing technical training to deepen expertise and enhance service delivery.

Qualifications

• 2+ years of experience in technical support, service operations, product repair and maintenance, or a related field (individual contributor role), or equivalent experience through vocational education.
• Skills include troubleshooting, root cause analysis (RCA), data analysis and interpretation, regulatory compliance, technical documentation, and customer service.
• Experience with product installation, service management systems, and KPI monitoring and reporting is strongly preferred.
• High School Diploma, Vocational Education, or a Bachelor’s degree in Engineering, Medical, Science, or a related technical field (or equivalent experience).
• Collaborative, detail-oriented communicator who can clearly explain technical solutions to customers and build strong internal relationships.
• Ability to make sound decisions while operating under guidance for non-routine challenges.

Requirements

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

Benefits

• 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.
• Other compensation such as an annual incentive bonus, sales commission or long-term incentives may be offered.