Job Title
DX Technical Support Consultant (HPM)
Job Description
As DX Technical Support Consultant HPM you are supporting our Partners and
Customers to solve / prevent technical issues to ensure as high as possible system availability for
patients.
The purpose of this role is to: Improve Customer Satisfaction and Business Performance through Product Performance on a Market level. Ensure efficient and effective service delivery while maintaining customer satisfaction and process compliance for direct and indirect channels across multiple regions (Europe & Growth). The position will act as the technical Escalation Owner with expertise in the respective modality and responsible for escalation management, coordination, and administration, and acts as MPS towards the BIU / BIU Modality Performance Manager network. Provide Remote and on-site 2nd and 3rd line Technical Support on all HPM products.
You will provide guidance and training to the DX service organization as a technical expert in the modality community and act as a single point of contact for all technical related matters within DX.
Your role:
- Monitor escalations for the modalities for direct and indirect channels, drive process efficiency and compliance and escalate structural issues to the BIU
- Provides formal Technical Training in the Philips Academy and on site.
- Consolidate field TOP product issues in the market, justify, prioritize and drive improvement initiatives towards Market organization.
- Monitor FCO implementation, drive FCO implementation efficiency and compliance, and escalate issues to BIU.
- Analyze the market modality performance data. Initiate, define and deploy improvement initiatives defined in cooperation with the BIU Modality Performance Manager.
- Consolidate, justify and prioritize field TOP service & process issues in the market and drive improvement initiatives towards Market organization.
- Advice the Customer Care Center Coordinators or Field Services Engineers about required spare parts and resources.
- Analyzes and gives input for the distributor performance evaluation process.
- Provide sales support around solution design for complex configurations based on specific customer requirements.
- Leading on-site First of a Kind Projects/Installations to coach/train local FSE’s and project leaders
You're the right fit if:
- Bachelor's/ Master's Degree in Engineering, Medical, Science or equivalent.
- Minimum 7 years of experience with Bachelor's in areas such as Technical Troubleshooting, Customer Service preferably in the Healthcare Industry.
- Excellent technical product knowledge in Intellivue products and PICiX.
- Deep technical expertise in healthcare IT environments and integration tools; Microsoft Windows server knowledge.
- Networking knowledge and CISCO CCNA are preferred.
- Strong communication and relationship‑management skills, with proven ability to work effectively across diverse cultural and language environments.
- Extensive experience in field customer services, with a solid understanding of customer needs, service delivery, and stakeholder collaboration.
- Fluent in English, verbal and written in addition to local language (minimum C1 level).
- Green Belt or equivalent certification.
- Willingness to travel (about 10%).
- Project Management, internal and external stakeholder management.
- Analytical and innovative change leader, experienced in benchmarking and driving change across Philips and distributor networks, with strong coaching skills and a disciplined, self‑managed approach.
- Proactive team player, adaptable to change, taking initiative while collaborating effectively and supporting others through coaching and continuous improvement.
- Good overall business/process knowledge (F&A, CS, Sales, Q&R, Manufacturing).
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 role is an office 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 here.
- Discover our rich and exciting history here.
- Learn more about our purpose here.
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.
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