Remote Service Engineer

Remote Service Engineer Job Description

The Remote Support Engineer focuses 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. You will be passionate about focusing on the consumer and helping them get the most out of Philips.

This role plays a vital role in the success of the Italian / EU support desk by actively contributing to the attainment of key performance indicators (KPIs) and business goals.

• Provide support to over 200 customers on our range of our Cardiology Informatics products in the assigned geographical region.
• 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.
• Maintaining a high level of technical competence on Philips solutions and related technologies and growing own knowledge rapidly.
• 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.
• Working independently with general supervision on daily work, seeking guidance as appropriate.

• You hold a Bachelor’s or Master’s degree in Computer Science
  , Engineering
  , or a related technical field (or possess equivalent practical experience)
• You have hands‑on experience, ideally over 3 years
  , in Windows Server, SQL Server, networking, and healthcare IT environments, particularly within cardiology, radiology, or similar clinical domains
• You possess strong communication skills in English and Italian
  , with an excellent ability to troubleshoot and solve problems. Knowledge of HL7, DICOM, T‑SQL, VMware, or Power Shell (scripting is a plus)
• You are flexible and willing to work remotely, engage in onsite activities and undertake occasional travel across Europe
• Additionally, you are proactive and motivated by improving healthcare through technology, enjoying both hands‑on technical work and collaboration with customers

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.

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. Discover our rich and exciting history. Learn more about our purpose.

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 rn more about our culture of impact with care here.