Philips Level Support Engineer CI & 

United States 

405227034

Level 1 Support Engineer I, CI&I

Your role:

• Receive, understand, route and handle customer technical requests such as product or service malfunctions.
• Document customer complaints, problems and RMAs in documentation system. Work with Capsule Level 2 resources to obtain logs and other information from the customer for the case investigation.
• Requests or Incidents can be received via multiple contact channels, which include the creation of Cases or Work orders, Parts requests, and communicating status and providing solutions to the customer to enable Remote resolution, or Diagnosis before dispatch to allow for First visit resolution.
• The role is technical in nature and works collaboratively with the wider organization to provide exceptional service to our customers.
• Services are not limited to product malfunctions and can be proactive, predictive, upgrades and installations, and can be provided verbally, electronically or remotely or via accessing Philips Remote Service channels.

You're the right fit if:

• High school graduate degree level or equivalent desired (preferably in an engineering, medical or science related qualification
• 2 years of related experience and a minimum of 1-year prior experience in a customer facing role. Competent in IT/Network diagnosis/system connectivity/Remote service preferred
• Must be proficient with MS Windows Server 2016, 2019 and 2022; MS SQL is a plus
• Must have experience with tools such as Perfmon, Wireshark and experience with Capsule MDIP and/or Capsule Surveillance applications preferred.
• 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

This is a FIELD 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 AZ, AR, ID, IA, KS, KY, LA, ME, MS, MO, NE, NM, OK, SC, SD, TN, UT, or WV is $29.09 - $49.88

The pay range for this position in AL, CO, FL, GA, HI, IL, IN, MI, MN, NV, NH, NC, ND, OH, OR, PA, TX, VT, VA, WI, or WY is $30.63 - 43.75 - 52.50

The pay range for this position in CA, CT, DC, MA, or NJ is $34.30 - 58.80

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.