Job Title

Job Description

Your role: 

• Serves as a clinical subject matter expert by providing frontline customer support, troubleshooting application issues, and resolving product inquiries through phone, email, and chat. Leverages deep clinical product knowledge and strong problem-solving skills to address customer concerns independently and efficiently.
• Owns the escalation management process from intake through resolution, including developing action plans, coordinating cross-functional support, and securing customer agreement on corrective actions. Escalates high-severity issues to senior leadership when appropriate and drives timely resolution.
• Partners with technical, engineering, and development teams to investigate complex customer issues and ensure effective problem resolution. Conducts root cause analyses, implements corrective actions, and documents troubleshooting activities to prevent recurring issues.
• Provides clinical education, training, and guidance to both customers and internal service teams to promote effective product use and improve operational performance. Develops and delivers knowledge-sharing initiatives, technical seminars, and best-practice resources to enhance team productivity.
• Maintains a strong focus on quality, compliance, and continuous improvement by monitoring customer feedback, reporting safety concerns, and keeping knowledge resources current with evolving clinical trends. Builds collaborative relationships across teams while providing leadership with insights and recommendations for customer sites requiring intervention.

You're the right fit if:  

• You’ve acquired 2+ years of PACS implementation/administration, healthcare technical support or radiology experience and have a strong knowledge of hospital workflows; a bachelor's degree may be considered in lieu of experience.
• Your skills include:
  • Strong analytical skills with the ability to manage competing priorities and deliver results under tight deadlines.
  • Aptitude for developing and executing action plans to drive issue resolution.
  • An understanding of DICOM and/or HL7 and Vue PACS is preferred.

• You have a high school diploma, vocational education or a bachelor's degree or equivalent. ARRT or CIIP certification highly preferred.

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

• You’re a strong collaborator with the ability to build productive working relationships across teams and stakeholders.

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 an onsite 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 pay range for this position in NY is $47.00 to $73.00.

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. 

Company relocation benefits will not be provided for this position.  For this position, you must reside in or within commuting distance to Manhattan, NY. 

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.