Philips Product Support Engineer 

India, Karnataka, Bengaluru 

948504009

Product Support Engineer

Key Areas of Responsibilities:

• Represent service needs in the Program Team

• Coordinating and monitoring the World wide service plans and activities with the global service community throughout the life cycle of each product post-commercial release.

• Provide definition and requirements for “Design for Service” for all new products

• Lead Service Readiness Team (SRT) from inception to volume delivery of new products in the field, in adherence to regulatory processes for medical devices

• Responsible for planning and execution of service readiness tasks to deliver according to the project milestones

• Work closely with cross-functional disciplines (i.e.: R&D, Product Management, Supply Chain), influencing development and manufacture for serviceability

• Coordinate members of different functions in Service (Training, Field Service, and Technical Support Groups) to ensure successful product introductions

• Creating, reviewing and validating all service and customer-related documentation and tooling

• Collect and prioritize the feedback from service validation and initial deployments with the Program Team

• Defining service training requirements to support assigned Product programs

• Support 3rd party validation, interfaces, documentation, etc. as needed (beyond the deliverables provided by the vendor) as agreed by the commercialization team.

• Manage communication to service stakeholders, own function management, and program team

• Share ownership for processes and improvements within the function

• Provide remote and on-site support in case of escalations

• Develop and deliver timely service communication of identified issues and solutions

Required Competences:

• Lead or participate in programs in a matrix environment, across multiple sites/global regions, and through the entire product lifecycle

• Proactively identify upcoming technical risks, issues, and bottlenecks and resolve issues that cross departmental boundaries.

• Strong understanding of software support, troubleshooting, and escalation processes

• Knowledge of KVM and Media Streaming Technology

• Familiarity with Radiology Workflow

• Experience with Network Security

• Basic knowledge of Linux

• Basic knowledge of AWS Cloud

• Ability to travel internationally (about 10%)

Qualifications:

• BSc in engineering, computer science, health science or related discipline preferred

• 3+ years experience in the IT healthcare industry

• 3+ years in medical device or other heavily regulated industry

• 5+ years leading or participating in cross-functional teams

• Prior experience in phase-gate processes like product development or new product introductions

Skill set & Responsibilities

• Fluent in English, both verbally and in writing; other language skills are of great asset

• Strong analytical and troubleshooting skills

• Strong customer-centric skills

• Results driven

• Strong team player

Indicate if this role is an office/field/onsite role.
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