Product Support Engineer - HSPMP / Cloud Services (m/w/d)

In this position, you have the opportunity to shape the technical support strategy for the Heath Suite Patient Monitoring Platform (HSPMP), ensuring seamless integration, supportability, and scalability across healthcare systems. You will also contribute to the design process and play a vital role in fostering an open ecosystem through interoperability, training, and support documentation.

Philips Medizin Systeme Böblingen with its 650 employees develops and produces patient monitoring systems for a worldwide market. Our solutions are used in emergency and intensive care, pregnancy and neonatal monitoring, as well as in the OR, for anaesthesia and in the General Ward. With several hundred thousand monitors installed worldwide, Philips is market leader in this area.

Your role:

• Provide support for associated products/solutions in diagnosing, troubleshooting systems and act as experts for the team inside and outside.

• Consults with others on complex issues. Influences functional management in the BU, local field and key customers, including R&D in CX, BBN and Bangalore. 

• Thorough understanding of the world-wide field organization including the multiple field roles and tasks that each perform.

• Be the champion for the support customer in the PM marketplace, specifically lowering the cost of ownership and increase customer satisfaction.

• Thorough understanding and knowledge of product support/servicing processes to drive improvements.

• Challenge the status quo and develop and drive new ideas in solution support

• Development, implementation, and continuous improvement of the product/system solution technical support strategy

• Development and delivery of System Level Service/Support training for worldwide internal field service teams/organizations

• Control of the product/system solution support process

• Product/System Solution reliability and performance data monitoring

• Timely development and delivery of service communication for identified issues and solutions through FCOs/SBs/IOSMs.

• Proactive identification of functional, performance, and service improvement opportunities and solution recommendation

• High-quality “Level 3” product/solution escalation support

You are the right fit if:

• Bachelor's / Master's Degree in Health Science, Engineering, Electronics, Network Engineering or equivalent.

• Broad technical knowledge of HSPMP and Philips Central Station (PIC iX)and all Product Support related processes.

• Broad technical knowledge of Cloud services, networking, tools and support related processes. Technologies such as Grafana and Kubernetes.

• Excellent written and verbal communication skills.

• Demonstrated ability to handle critical customer escalations.

• Broad technical knowledge of products and clinical applications for healthcare informatics products.

• Proficiency with technologies such as: Information Systems Networks, Microsoft technologies including SQL Server, XP, Windows Server 20xx, Visual Studio, Active Directory, Relational Databases, VMWare, SANS technology, Citrix and tools for troubleshooting a variety of HW, SW and networking problems.

• Excellent troubleshooting skills and ability to write troubleshooting or configuration modifying scripts.

• Excellent teamwork skills along with the ability to assess and initiate and drive corrective actions or new idea, and to drive communication to the Field and Customers.

• Fluent in German and English

Preferred:

- Biomedical / Hospital IT background or extensive knowledge in this area  

- Degree in medical informatics or applied science

- Cloud Architect, Professional, Administrator certification

- CCNA, CCNP, CWNA, CWTS certification or equivalent

- Customer facing support experience

- Product Support Engineering experience         

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About Philips

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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. Please note that the role requires to work in a hybrid way, 3 days in the office and 2 days from home are possible.