Level 2 Support Engineer I, Clinical Integration & Insights – Cambridge, MA
As a Level 2 Support Engineer primarily for the Capsule MDIP product family of medical device connectivity solutions you will investigate complex customer issues, help achieve a high level of customer satisfaction and champion customer needs as well as supportability requirements with R&D teams.
Your role:
Handle support escalations from lower levels of Technical Support and Field Implementation teams for complex issuesCreate solutions or workaround for escalated issues in order to ensure a high level of customer satisfactionPerform root cause investigation of issues to provide the necessary information to R&D to correct product issuesTrain lower levels of support and other members of the S&SD teams on technical aspects of productsActs as a technical expert on productsChampion customer support needs and supportability requirements in productsWork together with Product Management and R&D teams to specify and review supportability and reliability aspect of productsYou're the right fit if:
You’ve acquired 5+ years of experience in Healthcare IT or Medical Devices with a strong IT backgroundYour skills include knowledge of hospital IT systems, network communication, serial communication, databases, a strong customer focus and problem-solving mindsetYou have a Master’s Degree in Computer Engineering, Science or equivalent experienceYou must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. You have good interpersonal skills, work well within teams composed of people with very varied profiles (technical and non-technical), are able to understand complex technical topics and simply them for the non-initiated.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. Do the work of your life to help improve the lives of others.
Learn more about our business.Discover our rich and exciting history.Learn more about our purpose.Read more about our employee benefits.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.
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.
Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Cambridge, MA
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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/Disabled/Veteran and maintains a drug-free workplace.