• 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.

Job DetailsJob Location: Remote - varies, CO 00000Position Type: Full TimeEducation Level: High SchoolSalary Range: $75,000.00 - $85,000.00 Salary/yearTravel Percentage: Up to 25%Job Shift: DayJob Category: Information TechnologyHealth Solutions is a premier wellness center focused on whole person care. With over 400 employees in Southern Colorado, you would be joining a mighty team of support and administrative staff, clinicians, physicians, nurses, and others in our efforts to improve the health and wellbeing of our community. We’re looking for a Senior Electronic Health Records (EHR) Specialist to join the EHR/Business Intelligence team supporting Electronic Health Records across multiple platforms across our multiple sites. This position is primarily remote, with occasional opportunities for onsite work with team members. What You’ll Be Doing As a Senior Electronic Health Records (EHR) Specialist, you would be instrumental in designing and maintaining the EHR system and associated programming. As an effective communicator, you would provide Help Desk support to resolve a variety of problems with diplomacy and skill. You would be the training and support contact for the EHR operating systems and applications, and would use your technological proficiency to analyze, construct, document, test, maintain, troubleshoot and support hardware, operating systems, software applications, peripherals, and communication devices. RESPONSIBILITIES: As a Senior Electronic Healthcare Information Technician under the supervision of the Director and Supervisor you will: Work closely with stakeholders and EHR team to support and maintain applications in a manner that is aligned with organizational workflows and priorities. Problem solves, assesses processes and issues, and collaborates with clinical and management staff to develop solutions resulting in efficient and functional workflows for end users of the EHR application Work closely with EHR team to maintain coding, compliance, and security standards Resolve help desk tickets for clinical, billing and technology issues related to the EHR Provide EHR training to end users Work in collaboration with EHR team to research, evaluate and make recommendations regarding the implementation, support and optimization of EHR, PM, related software applications development, hardware and infrastructure Ensure interdepartmental coordination of EHR, PM and associated systems on-going maintenance activities including software validation, user acceptance testing, and documentation development. Work closely with other EHR specialists to collaborate with cross-functional teams, including clinical, technical and revenue cycle/business subject matter experts in creating and defining functional requirements and information needs for product enhancement requests and special projects Ensure that proper configuration management, security, and change controls are implemented and tested Performance tuning experience (MS SQL Server configuration, query optimization, hardware configuration) Understanding of data integration issues (e.g., validation, cleaning), familiarity with complex data structures Programming/scripting experience and knowledge of software development life cycle is preferred Provide technical assistance and cross training to other team members Design and implement technology best practices, guidelines, and repeatable processes Must be able to perform duties with moderate to low supervision Performance of other work-related duties as assigned Physical requirements include the following: Requires frequent standing, sitting and walking for prolonged periods of time Occasionally lifts and carries items up to 15 pounds Requires working under stress in emergency situations Requires frequent operation of a computer Desired attributes: Is adaptable to change in the workplace and uses change as an opportunity for innovation and creativity Takes ownership of problems, has ability to brainstorm different problem resolution paths, uses sound judgment in selecting solutions to problems, and demonstrates consistent follow through Has job knowledge and skills to perform the fundamental job functions and is able and willing to assume greater responsibility over time regarding the scope of work Has the ability to inspire and model collaborative teamwork Demonstrates an understanding of customer service regarding accommodation, politeness, helpfulness, trust building, appropriate boundaries, and flexibility What You’ll Like About Us Competitive pay $75,000.00 to 85,000.00 Annually (Dependent on experience, certification and shift) Generous benefits package. For most positions, includes paid holidays, generous PTO, EAP, tuition reimbursement, retirement, insurances, FSA, and a premier wellness program Insurance: Medical, Dental, and Vision, with low deductibles. Also, Wellness benefits program available. HS Funded: EAP, LifeLock, Ask Charlie, Life and AD&D, LTD Retirement 403(b) with employer match up to 6% Additional Insurance: FSA, Voluntary Life, Sun Life Voluntary benefits, and pet insurance Childcare Flexible work schedule Employee recognitions and celebrations Warm and friendly work environment in which staff respect and learn from one another QualificationsWhat we’re looking For—The Must-Haves High School Diploma or GED Minimum of five years of hands-on experience in working with and maintaining Electronic Health Record (EHR) software Familiarity with myAvatar and/or NextGen Broad knowledge of current technology, tools and techniques for development, and a desire to expand technology stack Familiarity with Data concepts and Relational databases (e.g., SQL Server) Comfortable with 1:1 and small group training and mentoring What we’d Like to See in you—the Nice-to-Haves Bachelor’s degree Experience in the behavioral health and/or medical fields Spanish language abilities Health Solutions expects all staff to Adapt to change in the workplace and use change as an opportunity for innovation and creativity. Take ownership of problems, brainstorm problem resolutions, and use sound judgment in selecting solutions to problems, and demonstrate consistent follow through. Possess the job knowledge and skills to perform the fundamental job functions, and willingly assume greater responsibility over time regarding the scope of work. Inspire and model collaborative teamwork and Human Kindness; and Demonstrate accommodation, politeness, helpfulness, trust building, appropriate boundaries, and flexibility in customer service. Must already be authorized to work in the US; sponsorships not available. Closing Date: 08/30/2026 EOE, M/F