Koninklijke Philips N.V - Cambridge, MA
posted 5 months ago
As a Level 2 Support Engineer I for the Capsule MDIP product family, you will play a crucial role in ensuring the seamless operation of medical device connectivity solutions. Your primary responsibility will be to investigate complex customer issues that arise, providing expert support and solutions to enhance customer satisfaction. You will act as a liaison between customers and the Research and Development (R&D) teams, ensuring that customer needs and supportability requirements are effectively communicated and addressed. In this role, you will handle support escalations from lower levels of Technical Support and Field Implementation teams, tackling complex issues that require in-depth technical knowledge and problem-solving skills. You will be responsible for creating solutions or workarounds for escalated issues, ensuring that customers receive timely and effective support. Additionally, you will perform root cause investigations of issues, providing the necessary information to R&D to facilitate product improvements. Training lower levels of support and other members of the Support and Services Delivery (S&SD) teams on the technical aspects of products will also be a key part of your responsibilities. As a technical expert on the products, you will champion customer support needs and advocate for supportability requirements in product development. Collaborating closely with Product Management and R&D teams, you will specify and review the supportability and reliability aspects of products, ensuring that they meet the high standards expected by customers.