National Support Specialist - Hospital Patient Monitoring

Job Title

Job Description

As a National Support Specialist, you will mentor Hospital Patient Monitoring (HPM) customer-facing engineers, focusing on improving capabilities and providing on-site and phone support to our Field Service Organization, as required, to resolve complex technical problems and product issues within a given modality that are beyond the capabilities of the local field service organization.

Your role:

• Taking ownership of resolving the assigned technical issues using Philips resources (CCSC / BIU) as required. You will do this by providing technical assistance and project managing an escalation when additional technical resources need to be included.
• NSS supports new products introductions and installations both on-site and remotely. Information is shared bi-directional including FSE’s, BIU, CSS’s who support NPI.
• Taking a leadership role in the repair/solution of technical / product problems and has additional responsibility to instruct the CSS and FSE in the repair/solution process utilized, if necessary, pass any new information on to Service Programs as to the process utilized.
• Region BIU interface for/with the field problem escalation, FPR’s, etc.
• Providing leadership, training, and technical assistance to the Field Organization as the modality expert must be available for not only site visits but as a consultant over the phone to any field based associate (sales, clinical). Must be willing to travel up to 60% and be available 24/7 via phone or pager when scheduled on call.

You're the right fit if:

• Bachelors’ Degree in Computer Science, Biomed or related field preferred with at least 7 years’ experience Healthcare / IT Technologies.
• CCNA certification is required, CCNP is preferred with Enterprise network troubleshooting experience.
• VMware certifications or equivalent experience and Wireshark Certified Network Analyst or equivalent experience. Microsoft and other certifications are a plus (ie. MCTS, MCITP, VM WARE).
• Previous experience working in a hospital setting with ability to adapt to changing work requirements in a complex, fast pace environment. Experience with Philips’ telemetry design and troubleshooting.
• Ability to communicate effectively with various levels of employees and customers both verbally and in writing. Ability to calm a tense situation with upset customers if needed.
• Demonstrated ability to effectively lead team and share knowledge to achieve assigned goals and objectives and lead internal and external resources to a stated objective without formal authority.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for …