Technical Support Specialist (connected Care)

Technical Support Specialist (Connected Care)

Delivering expert-level technical support by resolving complex customer issues across medical equipment and software, driving product quality improvements, and collaborating cross-functionally to ensure seamless service and innovation.

Your role:

• Deliver expert technical support via phone, email, and chat, resolving complex product and equipment issues.
• Diagnose and troubleshoot electro-mechanical and software problems, implementing corrective actions to restore performance.
• Manage escalations across clinical, marketing, and R&D domains, ensuring timely and effective resolution.
• Conduct root cause analyses and define preventive measures to improve product reliability.
• Maintain accurate documentation of support tickets and recurring issues to inform product development and quality programs.
• Report on customer site conditions and misuse to drive proactive interventions.
• Support new product introductions and oversee field installations remotely and on-site.
• Escalate severe issues to senior specialists and ensure visibility across business units and markets.

You're the right fit if you have:

• Bachelor's Degree/ Vocational Education in Electronics or Electrical Engineering, Technical Support, Customer Service Management or equivalent.
• Minimum of 5 years' experience in technical service within a biomedical environment, ideally including remote support operations.
• Applied knowledge of electronics, mechanics, and networking to install, diagnose, and repair equipment, using appropriate tools and test instruments effectively.
• Strong organizational skills, self-disciplined and the ability to work independently.
• Ability to effectively operate in a team driven environment to achieve assigned goals and objectives.
• Ability to adapt to changing work requirements in a complex, fast-paced environment.
• Oral and written communication skills in English in addition to Italian as local language

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.

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.