Technical Support Engineer

This is a fully remote position, open to applicants in Alabama, +43 more states.

📋 Description

• Deliver first-level technical support for PACS (Picture Archiving and Communication Systems).

• Diagnose and resolve customer issues to ensure high levels of customer satisfaction.

• Receive, prioritize, and handle service requests through various communication channels.

• Record activities and solutions in the service management system.

• Elevate intricate technical concerns and work in partnership with senior engineers and cross-functional teams.

• Ensure that support activities adhere to regulatory standards.

• Communicate solutions and next steps effectively to customers.

• Engage in continuous training and knowledge enhancement.

• Contribute to ongoing service improvement initiatives.

• Provide support to a key hospital client in high-stakes healthcare technology settings.

• Operate in a field-based position, typically outside of company facilities at customer or supplier locations.

⛳️ Requirements

• At least 2 years of experience in technical support or a related field, with vocational education, or a bachelor’s degree without prior experience.

• Preferred experience with PACS, imaging informatics, or Philips Vue PACS; direct experience with Philips Vue PACS is advantageous but not mandatory.

• High school diploma, vocational training, or a bachelor’s degree in Engineering, a Medical field, a Science-related field, or an equivalent discipline.

• Skills in troubleshooting, customer service, technical documentation, and service operations.

• Proficient in on-premises IT, root cause analysis, product installation, product repair and maintenance, and KPI monitoring.

• Experience with regulatory compliance, data analysis and interpretation, and supporting customers in critical service environments is a plus.

• Capability to establish effective working relationships across teams and document technical findings clearly.

• Ability to meet the minimum physical, cognitive, and environmental job requirements with or without accommodation.

• US work authorization is required; candidates needing current or future visa sponsorship will not be considered.

• Must reside in or be willing to relocate to the New England territory.

• Must be able to work in a field-based role.

🏝️ Benefits

• Annual incentive bonus may be offered.

• Sales commission may be offered.

• Long-term incentives may be offered.

• Generous PTO.

• 401k with up to 7% match.

• HSA with company contribution.

• Stock purchase plan.

• Education reimbursement.

• Philips Total Rewards benefits program.