Job Information
Philips Technical Support Engineer 4 (Remote) in United States of America - Home Based, United States, Massachusetts
Remote Service Engineer 40
Deliver first-line remote technical support within a single modality, resolving a broad range of technical issues while ensuring high customer satisfaction, regulatory compliance, and accurate service documentation.
Your role:
Provide first-line remote technical support, troubleshooting and resolving a wide range of product and system issues within a single modality to ensure timely, effective solutions for customers.
Receive, prioritize, and document service requests across multiple communication channels, maintaining accurate records in the service management system to support efficient case resolution and follow-up.
Conduct root cause analysis (RCA), document diagnostic steps and resolutions, and escalate complex issues with clear, detailed case histories to senior engineers or leadership as needed.
Ensure all support activities comply with regulatory guidelines and company standards, clearly communicating proposed solutions and next steps to customers.
Collaborate with cross-functional teams to improve service operations, monitor key performance indicators (KPIs), and participate in ongoing technical training to deepen expertise and enhance service delivery.
You're the right fit if:
You’ve acquired 2+ years of experience in technical support, service operations, product repair and maintenance, or a related field (individual contributor role), or equivalent experience through vocational education.
Your skills include troubleshooting, root cause analysis (RCA), data analysis and interpretation, regulatory compliance, technical documentation, and customer service. Experience with product installation, service management systems, and KPI monitoring and reporting is strongly preferred.
You have a High School Diploma, Vocational Education, or a Bachelor’s degree in Engineering, Medical, Science, or a related technical field (or equivalent experience).
You’re a collaborative, detail-oriented communicator who can clearly explain technical solutions to customers, build strong internal relationships, and make sound decisions while operating under guidance for non-routine challenges.
You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
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 is a Field based 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 improve the lives of others.
Learn more about our business.
Discover our rich and exciting history.
Learn more about our purpose.
Learn more about our culture.
Philips Transparency Details
The pay range for this position in AZ, AR, ID, IA, KS, KY, LA, ME, MS, MO, NE, NM, OK, SC, SD, TN, UT, or WV is $31.17hr to $49.88hr.
The pay range for this position in AL, CO, FL, GA, HI, IL, IN, MI, MN, NV, NH, NC, ND, OH, OR, PA, TX, VT, VA, WI, or WY is $32.81hr to 52.50hr.
The pay range for this position in AK, DE, MD, NY, RI, or WA is $34.45hr to 55.13hr.
The pay range for this position in CA, CT, DC, MA, or NJ is $36.75hr to 58.80hr.
The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.
In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.
At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.
Additional Information
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.
Equal Employment and Opportunity Employer/Disabled/Veteran