Job Title

Job Description

The Technical Consultant is responsible for playing a critical role in consulting with key clients to understand their complex, high-impact technical and business needs, offering strategic recommendations that drive significant value and align with long-term goals, working under limited supervision. The role leads the development of advanced technical solutions, including detailed design documentation, system architectures, and integration frameworks, ensuring successful end-to-end implementation and optimization. The role involves designing innovative, customized approaches to address intricate client challenges and contributing to the evolution of best-in-class methodologies.

An exciting opportunity has become available for a Technical Consultant to join the Philips Clinical Informatics business. The role will focus on implementation, remote support, troubleshooting, upgrade, and lifecycle services for PerformanceBridge and Advanced Visualization solutions used by healthcare customers globally.

In this role, you will help customers maintain reliable clinical and operational workflows by diagnosing complex applications, infrastructures, operating systems, databases, and integration issues. You will work closely with Philips customers and R&D teams to resolve escalations, improve serviceability, and reduce customer downtime.

This is a global role and requires flexibility to work any 40 hours in the week to support a 24x7 follow-the-sun operating model.

Key Areas of Responsibility

• Provide L2/L3 remote technical support to global customers for Philips PerformanceBridge and Advanced Visualization solutions.
• Troubleshoot complex software, hardware, operating system, database, network and integration issues with minimal supervision.
• Perform remote upgrades, configuration changes, health checks, and operating system security patching in line with customer change-control requirements.
• Monitor system health periodically and work proactively to prevent or minimize unplanned downtime.
• Diagnose and resolve customer issues using logs, system metrics, application behavior, service tools, and structured problem-solving methods.
• Escalate product defects and complex technical issues to R&D and engineering teams with clear evidence, reproduction steps, logs, and business impact.
• Collaborate with Engineering, and Global Support team to improve installation quality, support readiness, and future service requirements.
• Document findings, actions, root cause, customer communication, and resolution steps accurately in the relevant service systems.
• Support knowledge sharing through troubleshooting notes, best practices, lessons learned, and technical coaching for peers.
• Maintain a strong customer-first mindset while balancing technical quality, speed of resolution, compliance, and cost-effective solutions.

Experience and Qualifications

• Relevant technical degree or equivalent experience in Computer Science, Information Technology, Engineering, Healthcare IT, or a related discipline. A background in Computer Science or IT is considered an advantage.
• Overall 6+ years of professional experience, including at least 2+ years in a medical device, healthcare IT, technical service, support, engineering, or QA environment.
• Strong experience troubleshooting software-based products in production environments while working against defined SLAs.
• Experience supporting enterprise applications deployed in customer data-center, virtualized, cloud, or hybrid IT environments.
• Hands-on experience with Microsoft Windows Server, Microsoft SQL Server, Active Directory, Group Policy, networking concepts, and common enterprise security practices.
• Experience using Linux for log analysis, command-line troubleshooting, service management, permissions, connectivity checks, and basic system administration.
• Preferred experience in healthcare imaging or clinical informatics environments, including familiarity with radiology or cardiology workflows, DICOM, HL7, PACS, and hospital network environments.
• Practical experience with application log analysis, Windows Event Viewer, Linux shell commands, SQL queries, service/process analysis, and network troubleshooting tools.
• Understanding of backup and restore concepts, certificates, authentication mechanisms, firewalls, proxies, antivirus/security controls, and patch management practices.
• Experience preparing structured escalation packages for R&D teams, including timelines, environment details, logs, screenshots, observed behavior, and customer impact analysis.
• Experience contributing to knowledge articles, troubleshooting runbooks, operational handovers, and continuous service improvement initiatives.
• Flexible working hours and willingness to work in shifts to support 24x7 global customer operations.

Skills and Competencies

• Customer-first mindset with strong ownership, accountability, and commitment to issue resolution.
• Excellent troubleshooting, analytical thinking, and problem-solving skills, with the ability to independently isolate root causes under limited supervision.
• Strong ability to collaborate effectively with R&D teams, customer IT departments, and cross-functional stakeholders during technical escalations.
• Excellent written and verbal communication skills in English, including professional customer interactions, phone etiquette, and clear technical documentation.
• Ability to translate customer requirements into actionable operational plans, service actions, or technical recommendations.
• Strong collaboration and knowledge-sharing skills, with the ability to clearly explain technical findings to both technical and non-technical audiences.
• Fast learner with strong curiosity and adaptability toward new technologies and platform environments.
• Self-driven, passionate, and proactive work style with a strong work ethic and willingness to support critical customer situations outside normal business hours when required.
• Strong focus on minimizing customer downtime, improving service quality, reducing repeat escalations, and maintaining high Customer Net Promoter Score (NPS) outcomes.

#HealthcareInformatics #LI

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.
Indicate if this role is an office/field/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 the lives of others.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
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 culture of impact with care here.