• Responsible for resolving problems and incidents as they occur • Work with Level 1 and 3 support personnel to ensure proper steps are taken to resolve those problems and incidents • Document new processes and procedures for use by other analysts working on similar applications • Provide periodic On Call 24x7 support (~once out of every 2 months you are on-call off-hours and weekends) • Responsible for coordination with operations center staff to ensure monitoring of production systems • Responsible for deploying application upgrades in a Linux environment • Read and write Bash and Perl scripts for automated tasks • Trace errors in Java using source and stack trace data and debug Bash and Perl scripts • Document processes and procedures relating to deployments, troubleshooting and environment maintenance for our applications.

• Provide phone and email based problem solving and fault finding support for installers and customers • Generating cases via CRM to track and resolve customer enquiries • Answering technical product enquiries • Liaise with service, sales and repair centre departments to ensure cases are dealt with efficiently • Developing, updating and managing technical documentation for commissioning of our products • Assist in developing the technical support process of the business • Assist in Sales Exhibitions and Trade Fairs

Job Title Product Support Specialist, Enterprise Informatics (United States Remote) Job Description Join a collaborative, high-impact technical support team responsible for resolving complex product issues, driving product quality, and enabling faster customer resolution through expert knowledge and escalation handling. Your role: - Provided technical support and troubleshooting for medical technology systems, ensuring minimal downtime and optimal performance; experience with DICOM, Structured Reporting (SR), medical measurements, EMR systems, HL7 integration and PACS. - Deliver expert-level technical support to internal teams and B2B customers by identifying root causes and coordinating resolutions through cross-functional collaboration. - Act as a key escalation point, managing issues from initial assessment through resolution and root cause analysis, ensuring corrective actions are implemented to prevent recurrence. - Partner with Market Technical Support Specialists (TSS) and Field Service Engineers (FSEs) to share knowledge and drive faster customer issue resolution through training and support. - Contribute to the successful deployment of New Product Introductions (NPIs), including Field Factory Installations, first of a Kind implementation, and Field Monitoring Activities.Own and maintain knowledge management processes by authoring, reviewing, and archiving knowledge articles using Knowledge-Centered Service (KCS) methodology. You're the right fit if: - You've delivered support for a Windows-based medical application through expert troubleshooting of DICOM connectivity, HL7 integrations, and complex networking configurations between medical modalities and PACS - You’ve acquired 3+ years of experience in technical support or field service, ideally in a business-to-business (B2B) health technology environment, individual contributor role. - Provided technical support and troubleshooting for medical technology systems, ensuring minimal downtime and optimal performance; experience with PACS, DICOM, Structured Reporting (SR), medical measurements, EMR systems, and HL7 integration is a strong asset. - Your skills include root cause analysis, escalation handling, knowledge article management, and experience working with cross-functional teams (R&D, marketing, clinical applications). - You have a bachelor’s degree in engineering, life sciences, or a related technical field. - You’re an effective communicator with strong problem-solving abilities, capable of working independently or in teams, and willing to travel on-site when needed. - 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 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 $59,138 to $94,620. 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 $62,250 to $99,600. The pay range for this position in AK, DE, MD, NY, RI, or WA is $65,363 to $104,580. The pay range for this position in CA, CT, DC, MA, or NJ is $69,720 to $111,552. 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. #LI-PH1 #LI-Remote #HealthcareInformatics This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.

• Receive, prioritize, document, and resolve end-user support requests via phone, email, Microsoft Teams/Skype, and online CRM cases. • Apply diagnostic utilities, system tools, and structured troubleshooting methodologies to identify root cause and resolve issues. • Identify, learn, and support the software and hardware platforms used across Symbotic systems. • Perform hands-on fixes at the desktop and system level, including software installation and upgrades, system configuration, backups, and application support. • Test and validate fixes to ensure issues are fully resolved. • Conduct post-resolution follow-ups to ensure customer satisfaction. • Develop and maintain help sheets and knowledge base documentation to reduce repeat issues. • Perform ongoing system maintenance such as OS and application patching, executing maintenance scripts, and monitoring site IT infrastructure. • Participate in on-call support rotations as required. • Partner cross-functionally with engineering, product, and operations teams to deliver integrated system support. • Serve as the escalation lead for complex, cross-functional incidents impacting customer operations. • Lead customer interactions during escalations with site leaders, divisional maintenance managers, and senior customer stakeholders. • Communicate clearly and credibly to align troubleshooting plans and build shared understanding of downtime drivers, blockers, site engagement gaps, and hardware-level diagnostics. • Influence customer leadership decision-making during high-impact operational events through data-driven technical guidance. • Analyze incident data and operational metrics to identify trends and proactively prevent future issues. • Establish feedback loops with Product and Engineering teams to prioritize bug fixes and system improvements. • Act as a technical mentor to junior engineers and contribute to team capability building.