Product Support Engineer (all genders)

Job Title

Product Support Engineer (all genders)

Job Description

In this role, you have the opportunity to

Influence, develop and implement technical support strategies and control the product support process for Philips Patient Monitoring solutions. You contribute to product design activities to ensure supportability throughout the product lifecycle and provide training as well as advanced technical support to internal stakeholders and customers.

As a Product Support Engineer (PSE), you play a critical role in bridging Research & Development, Product Management, Quality, and Market Organizations. Through your technical expertise, customer focus, and problem-solving skills, you will help resolve complex technical issues, improve product quality, and contribute to the successful introduction of next-generation patient monitoring solutions.

Your responsibilities

• Provide advanced technical support for Philips Patient Monitoring products and solutions.
• Investigate, analyze, and resolve complex hardware, software, and networking issues.
• Support field teams and customers during critical escalations.
• Collaborate closely with R&D, Quality, Regulatory Affairs, Product Management, and Market organizations.
• Participate in New Product Introduction (NPI) activities and contribute supportability requirements to product development.
• Identify trends from field issues and drive corrective and preventive actions.
• Deliver technical training and knowledge transfer to internal and external stakeholders.
• Create and maintain technical documentation, troubleshooting guides, and support materials.
• Actively support continuous improvement initiatives within Product Support and R&D.

You are a part of

Philips Medizin Systeme Böblingen, where approximately 650 employees develop and manufacture patient monitoring systems for the global healthcare market. Our solutions are used in emergency and intensive care, pregnancy and neonatal monitoring, operating rooms, anesthesia, and general ward environments.

As a Product Support Engineer, you are part of the Research & Development organization with a dedicated focus on supporting market teams in the resolution of technical product issues. Leveraging your field experience and product knowledge, you will actively contribute to the development of next-generation monitoring systems as part of cross-functional New Product Introduction (NPI) teams.

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

Education

• Bachelor's degree in Engineering, Biomedical Engineering, Computer Science, Information Technology, Medical Technology, or a related technical field.

Required Skills & Capabilities

• Broad technical knowledge of Philips Patient Monitoring products (X3, MX100, MMX series).
• General understanding of Philips Central Station (PIC iX).
• Knowledge and awareness of Product Support processes.
• Experience with hardware, software, and networking troubleshooting.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to create, execute, and drive action plans.
• Demonstrated capability to handle critical customer escalations.
• Excellent teamwork and stakeholder management skills.
• Ability to identify, initiate, and drive corrective actions and continuous improvement activities.
• Customer-oriented mindset with strong service focus.
• German and English– Professional working proficiency.

Preferred Qualifications

• Biomedical Engineering or Hospital IT background.
• Experience in healthcare technology, medical devices, or clinical environments.
• CCNA, CWTS, or equivalent networking certification.
• Customer-facing technical support experience.
• Experience in issue management, root cause analysis, and troubleshooting of complex systems.
• Previous leadership or project leadership experience is a plus.

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