L3 Software Support Engineer- Clinical Integration & Insights, Enterprise Informatics (Cambridge, MA)

Job Title
L3 Software Support Engineer- Clinical Integration & Insights, Enterprise Informatics (Cambridge, MA)

Job Description

The L3 Software Support Engineer is responsible for driving maintenance activities for device interfaces. The role aims at researching and determining the root cause(s) for issues, providing technical support remote and on-site as warranted, and completing assigned actions and timeline commitments, working under limited supervision. The role provides technical assistance for the device driver interface complaint handling unit and actively participates in the complaint review board to uphold the desired quality standards of complaint feedback. The role offers technical proficiency for escalations, identifying necessary support for resolving customer issues, and escalating critical matters to Leadership for attention and assistance. The role conducts comprehensive root cause analysis following escalations, instigating corrective measures to prevent the reoccurrence of similar incidents in the future.

Your role:

• Offers technical support for the complaint handling unit and contributes to the complaint review board to ensure the desired quality level of complaint feedback. Reviews and updates knowledge articles using central knowledge repositories, authors new knowledge articles, and archives outdated ones as necessary, working under limited supervision.
• Provides technical expertise for escalations and determines the required support for resolving customer problems, escalating severe issues to Leadership for awareness and support. Conducts thorough root cause analysis post-escalations and initiates corrective actions, preventing the recurrence of similar incidents in the future.
• Collaborates with the market and performance manager to develop and deliver knowledge-sharing sessions, enhancing the skills and expertise of FSE (Field Service Engineers) for faster resolution of customer issues. Consults with cross-functional teams regarding suspected security events and develops appropriate action plans for escalated security events and to help assess safety risks and provides inputs for risk mitigation strategies, fostering a proactive approach to safety management.
• Addresses customer product inquiries via telephone, email, or chat sessions, leveraging strong interpersonal skills and in-depth technical product knowledge to provide exemplary customer-centric service.
• Utilizes expertise to troubleshoot issues related to malfunctioning electro/mechanical equipment or software applications, offering informed recommendations for corrective action to ensure prompt issue resolution.
  
  

You are the right fit if:

• Minimum 3 years of experience C software development with Bachelor's/Master's Degree in Computer Science Engineering or equivalent. Experience in areas such as Technical Troubleshooting, Customer Service preferably in the Healthcare Industry or equivalent
• Fluent in English.
• The position requires business travel of 10 to 15%, worldwide, and may require sporadic attendance to calls outside of office hours.
• Experience with Troubleshooting, Escalation Management, Documentation & Reporting, Root Cause Analysis (RCA), Continuous Improvement, IT Networking, Regulatory Requirements, Engineering Fundamentals, Remote Support Tools & Techniques, Technical Acumen, and Electronics Fundamentals
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
  
  

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 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 improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.
  
  

Philips Transparency Details
The pay range for this position in MA is $126,000 to $201,600

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.  

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

No Sponsorship offered:
“US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa."

No Relocation:
“Company relocation benefits will not be provided for this position."

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.