Remote Service Engineer - Virtual Care (US-Remote) 

Job Title

Job Description

The Remote Service Engineer is responsible for delivering advanced first-line support for low-complexity issues across one or two modalities, using specialized knowledge and troubleshooting skills to provide effective solutions. The role manages and prioritizes customer service requests from various channels, ensuring accurate documentation in the service management system for efficient resolution and follow-up. The role engages in continuous learning to enhance expertise and collaborates with cross-functional teams to improve service delivery and customer satisfaction, operating under general supervision and seeking guidance for particularly complex issues.

Your role:

• Provides advanced first-line remote technical support to customers by resolving issues within one or two low complexity modalities, applying specialized knowledge and troubleshooting expertise to deliver effective and timely solutions.
• Receives, documents, and prioritizes customer service requests from various communication channels, ensuring all relevant information is captured in the service management system to facilitate efficient problem resolution and case management. Documents all service activities thoroughly, including detailed diagnostics, troubleshooting procedures, resolutions, and case statuses, ensuring comprehensive and accurate records that support effective follow-up and analysis.
• Identifies and escalates complex issues that require higher-level intervention, providing a clear and detailed account of the troubleshooting steps taken and collaborating closely with senior engineers or management to resolve the issue.
• Ensures all technical support activities are conducted in full compliance with regulatory guidelines, clearly communicating solutions and next steps to customers to maintain transparency, trust, and adherence to industry standards. Engages in continuous learning and professional development to expand technical knowledge and expertise, enhancing the ability to troubleshoot and resolve increasingly complex issues across multiple modalities.
• Collaborates actively with cross-functional teams, sharing knowledge, insights, and best practices to improve service delivery, drive team success, and elevate overall customer satisfaction levels.
• Operates under general supervision in managing and resolving customer issues, applying advanced technical knowledge and sound judgment to make informed decisions while seeking guidance only for particularly complex or unfamiliar situations.

You're the right fit if:  

• Minimum 2 years of experience in a technical support role or equivalent with High School Diploma, Vocational Education/ Bachelor's Degree in Engineering, Medical, Science related field or equivalent. 
• Background in Healthcare or Healthcare Information Management including HL7 messaging and clinical knowledge highly preferred
• Technical / Functional Skills:  Regulatory Compliance, SQL Server management and support, Data Analysis & Interpretation, Root Cause Analysis (RCA), Troubleshooting, Escalation Management, Service Operations, Technical Documentation, Customer Service
• Experience with KPI Monitoring and Reporting, Product Installation, Product Repair & Maintenance, Knowledge of HL7 messaging
• 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.   

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.
• Learn more about our culture.

Philips Transparency Details 

The hourly pay range for this position in AR, AZ, ID, IA, KS, KY, LA, ME, MS, MO, MT, NE, NM, OK, SC, SD, TN, UT or WV is $37.00 to $59.19, plus eligible overtime.

The hourly pay range for this position in AL, CO, DE, FL, GA, IL, IN, MI, MN, NV, NH, NC, ND, OH, OR, PA, TX, VT, VA, WI, or WY is $38.94 to $62.31, plus eligible overtime.

The hourly pay range for this position in AK, HI, MD, RI, or WA is $40.89 to $65.42, plus eligible overtime.

The hourly pay range for this position in CA, CT, DC, MA, NJ or NY is $43.62 to $69.78, plus eligible overtime.

This role also includes remote service and lead generation incentive bonus plans, on-call pay, training, and advancement opportunities. 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 plan, remote service 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.

Target Earnings pay is only one component of the Philips Total Rewards compensation package, 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.

No Sponsorship offered:

“US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa." 

No Relocation:

“Company relocation benefits will not be provided for this position." 

#LI-Remote

#LI-PH1

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.