DX Technical Support Consultant (HPM)
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 lift 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 lift 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.
- Analyses 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).
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