Job Title

Job Description

This Product Support Engineer position is responsible for providing Level 3 technical support for the XDS, Guardian (IGS) and PIC iX portfolios. In addition to resolving complex technical issues, the role contributes to the development and refinement of the organization’s overall product support strategy and oversees the execution of associated support processes.

The incumbent will participate in product design activities to ensure long‑term supportability and will be accountable for delivering training programs and maintaining Level 3 support procedures. Product Support Engineers play a critical role in organizational performance through the quality of their technical expertise, the effectiveness of the support services they deliver, and their strong commitment to customer service.

As the Product Support Engineer (for XDS / IGS / PIC iX), you are responsible for:

• Working closely with cross-functional organizations (i.e.: Development Engineering, Marketing, Supply Chain, Customer Service Centers, Professional Services, Q&R, etc.) providing supportability requirements, influencing design and manufacture for supportability.
• Working with worldwide Customer Services Field Service to ensure successful product introductions from a service/support perspective and best-in-class service delivery that contributes to high Net Promoter Scores and increased customer satisfaction.
• Providing technical assistance to the Technical Support Groups in the markets and end users/customers in diagnosing, troubleshooting, repairing, and debugging products, systems, or software when issues cannot be resolved locally.
• Have a thorough understanding and knowledge of product support/servicing processes to drive improvements.
• Challenge the status quo and develop and drive new ideas in solution support.

Key areas of responsibility include:

• Development, implementation, and continuous improvement of the product/solution technical support strategy
• Service/Support training development and delivery for worldwide internal field service teams/organizations
• Control of the product/solution support process
• Product/Solution reliability and performance data monitoring
• Timely development and delivery of service communication for identified issues and solutions through FCOs/SBs/IOSMs.
• Proactive identification of functional, performance, and service improvement opportunities and solution recommendations
• Development and delivery of discontinuance support plans before the end of product life
• High-quality “Level 3” product/solution escalation support

Required Skillsets / Capabilities:

• Broad technical knowledge of the XDS, Guardian solution.
• Broad technical knowledge of Philips Central Station (PIC iX) and all Product Support processes related to installation, configuration, and troubleshooting issues.
• Proficiency with technologies such as: Information Systems Networks, Microsoft technologies including SQL Server, XP, Windows Server 20xx, Visual Studio, Active Directory, Relational Databases, VMWare, SANS technology, Citrix and tools for troubleshooting a variety of HW, SW and networking problems.
• Excellent written and verbal communication skills
• Demonstrated ability to handle critical customer escalations
• Excellent troubleshooting skills and ability to write troubleshooting or configuration modifying scripts.
• Excellent teamwork skills along with the ability to assess, initiate and drive corrective actions or new ideas, and to drive communication to the Field and Customers
• Experience analyzing and troubleshooting network and application connectivity issues through switch/router/controller configurations and logs.
• Experience with TCP/IP and related infrastructure services such as DHCP, DNS, and IP multicast.

Preferred:

• Biomedical / Hospital IT background or extensive knowledge in this area
• Degree in medical informatics or applied science
• CCNA, CCNP, CWNA, CWTS certification or equivalent
• Demonstrated written and verbal communication skills
• Customer-facing support experience
• Product Support Engineering experience

Please submit your CV in English.

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 office-based role in Boblingen.

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