Koninklijke Philips N.V - Cambridge, MA
posted 5 months ago
As a Product Support Engineer primarily for the Clinical Insights Manager cloud solution and other products from the Clinical Integration & Insights Business Unit, you will play a crucial role in investigating complex customer issues, ensuring a high level of customer satisfaction, and advocating for customer needs as well as supportability requirements with Research and Development (R&D) teams. Your main focus will be on the Clinical Insights Manager cloud solution, which enables hospital clinical staff to review medical device data through a web-based interface and allows hospitals to store all of their data in private data lakes. In this role, you will handle support escalations from lower levels of Technical Support and Field Implementation teams for complex issues. You will be responsible for creating solutions or workarounds for escalated issues to ensure customer satisfaction remains high. Additionally, you will perform root cause investigations of issues to provide the necessary information to R&D to correct product issues. 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 part of your responsibilities. As a technical expert on the products, you will champion customer support needs and supportability requirements in product development. Collaboration with Product Management and R&D teams will be essential as you specify and review the supportability and reliability aspects of products. Your ability to communicate complex technical topics in a simplified manner for non-technical stakeholders will be key to your success in this position.