DX Technical Support Consultant (HPM)

Job Description

Your role

• Monitor escalations for the modalities for direct and indirect channels, drive process efficiency and compliance and escalate structural issues to the BIU
• Provides formal Technical Training in the Philips Academy and on site.
• Consolidate field TOP product issues in the market, justify, prioritize and drive improvement initiatives towards Market organization.
• Monitor FCO implementation, drive FCO implementation efficiency and compliance, and escalate issues to BIU.
• Analyze the market modality performance data. Initiate, define and deploy improvement initiatives defined in cooperation with the BIU Modality Performance Manager.
• Consolidate, justify and prioritize field TOP service & process issues in the market and drive improvement initiatives towards Market organization.
• Advice the Customer Care Center Coordinators or Field Services Engineers about required spare parts and resources.
• Analyzes and gives input for the distributor performance evaluation process.
• Provide sales support around solution design for complex configurations based on specific customer requirements.
• Leading on-site First of a Kind Projects/Installations to coach/train local FSE’s and project leaders
• You're the right fit if:
• Bachelor's/ Master's Degree in Engineering, Medical, Science or equivalent.
• Minimum 7 years of experience with Bachelor's in areas such as Technical Troubleshooting, Customer Service preferably in the Healthcare Industry.
• Excellent technical product knowledge in Intellivue products and PICiX.
• Deep technical expertise in healthcare IT environments and integration tools; Microsoft Windows server knowledge.
• Networking knowledge and CISCO CCNA are preferred.
• Strong communication and relationship‑management skills, with proven ability to work effectively across diverse cultural and language environments.
• Extensive experience in field customer services, with a solid understanding of customer needs, service delivery, and stakeholder collaboration.
• Fluent in English, verbal and written in addition to local language (minimum C1 level).
• Green Belt or equivalent certification.
• Willingness to travel (about 10%).
• Project Management, internal and external stakeholder management.
• Analytical and innovative change leader, experienced in benchmarking and driving change across Philips and distributor networks, with strong coaching skills and a disciplined, self‑managed approach.
• Proactive team player, adaptable to change, taking initiative while collaborating effectively and supporting others through coaching and continuous improvement.
• Good overall business/process knowledge (F&A, CS, Sales, Q&R, Manufacturing).
• How we work together
• We believe that we are better together than apart.
• For our office-based teams, this means working in-person at least 3 days per week.
• Onsite roles require full-time presence in the company’s facilities.​ Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.​
• This role is an office role.

About Philips

• 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 the lives of others.
• Learn more about our business here.
• Discover our rich and exciting history here.
• Learn more about our purpose here.
• If you're interested in this role and have many, but not all, of the experiences needed, we encourage you to apply.
• You may still be the right candidate for this or other opportunities at Philips.
• Learn more about our commitment to diversity and inclusion here.
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