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Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

We now have an exciting opportunity for a Software Support Engineer to join the Philips team to service our Enterprise Diagnostic Informatics. You will be focused on delivering excellent customer care and being there for customers when they need us most. You will engage customers across the globe through our online resources, communities, social outreach, and 1:1 care. This role represents the voice of the consumer and works closely with cross-functional partners across Philips to make our products and policies better. We need someone who is passionate about focusing on the consumer and helping them get the most out of Philips.

This role can be based from home anywhere in the United Kingdom, with the expectation of occasional UK wide travel.

You are responsible for:

• Provide support to over customers across EMEA on our range of Philips Radiology Information Systems (RIS) and Picture Archiving & Communication Systems (PACS)

• Analyse break/fix issues working with empathy and a sense of urgency to deliver solutions to meet customer/partner needs.

• Resolution of technical service issues according to standard processes and procedures and specialised understanding of complex product issues.

• Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation.

• Resolving known technical issues.

• Maintaining a high level of technical competence on Philips’ solutions and related technologies.

• Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction.

• Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support.

• Contribute to the knowledge base and create knowledge base materials.

• Logging service data required for tracking.

• Working independently with general supervision on daily work, seeking guidance as appropriate.

You are a part of the Services & Solution Delivery team for EDI (Enterprise Diagnosis Informatics) business. You will be closely working with the Application Consultant Team, Technical Implementation Team, Customer Project Management Team on daily basis. You are reporting directly to the Customer Support Manager. This is a remote based role. You can be located anywhere in the United Kingdom.

To be successful in this role, you should have the following skills and experience

• Relevant degree or equivalent in computer science or related technology.

• Previous experience of working with databases Including SQL and/or Oracle.

• Previous experience of HL7 and clinical workflows highly desirable.

• Working experience with healthcare Information technology (RIS or PACS) is preferred

• Proven ability to write technical articles outlining problems, resolution and troubleshooting steps.

• Previous experience of working directly with customers.

• Software support experience.

• Good technical and analytical skills.

• Strong, confident communication skills are expected.

• ITIL Foundation certification is preferable.

• Ability to work both independently and as part of a team to ensure that a high level of service is provided.

In return, we offer you a challenging, innovative environment with great opportunities for you to explore. Our benefits are very competitive and designed around your preferences, At Philips, we value that our people can be healthy and do well and that you feel cared for and listened to. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive benefits, a flexible work schedule and access to regular local health & well-being focused activities.

This is in addition to

• A competitive salary

• Access to a wide variety of flexible company benefits, including matched pension contributions, and the option to purchase additional holiday.

• Philips University is available to all employees for learning and development opportunities.

• 25 days holiday allowance from the beginning, plus bank holidays.

• Family-friendly policies which offer enhanced maternity and paternity schemes.

• The Philips Employee Shop which allows employees to buy Philips products at discounted prices.

• An Employee Assistance Program is available for all Philips employees and their families. As well as being a confidential support line, it also offers practical financial and life management advice 24 /7 and is completely confidential.

Why should you join Philips?

We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it’s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.

Equal opportunities

Philips are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Should you require any reasonable adjustments to enable your participation in the interview process, please advise us of this in your application.

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