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.

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