Philips L3 Software Support Engineer- Clinical Integration 

United States, Massachusetts, Cambridge 

847804077

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

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and updates knowledge articles using central knowledge repositories, authors new knowledge articles, and archives outdated ones as necessary, working under limited supervision.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.
  
• 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

How we work together

This is an office role.

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.

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

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."