Technical Support Specialist - Image Guided Therapy Devices

Job Title

Technical Support Specialist - Image Guided Therapy Devices

Job Description

Philips is a global leader in Interventional Guided Therapy Devices. The IGT-D International team covers all markets except North America and Japan, with a business model split between:

60% Direct Sales

40% Distributor Sales

The Field Service Team is organized around IGT-D Modality Managers or Technical Support Specialists, who have a broader scope than local Field Service Engineers (FSEs).

Your Role:

Technical & Installation Support

• Act as Tier 2/3 support for Market IGT-S and Distributor FSEs.
• Support Project Managers in creating picking lists for installations.
• Conduct pre-installation visits across international markets.
• Execute complex installations, Field Change Orders (FCOs), and repairs.
• Ramp up remote connectivity and First Time Right (FTR) installations in your region.

Training & Certification

• Provide technical training to IGT-S and Distributor FSEs.
• Certify cross-trained IGT-S and Distributor FSEs for installations.

Sales & Customer Support

• Offer technical sales support to Sales Managers.
• Deliver preventative maintenance, modifications, and technical service.
• Manage customer relationships through timely communication and service delivery.

Escalation & Quality Management

• Elevate severe escalations to Senior Leadership (BU and Market).
• Conduct root cause analysis and initiate corrective actions.
• Ensure accurate service records, especially for test results and complaints.
• Submit timely reports, job sheets, expense claims, and other documentation.
• Handle both safety and non-safety related complaints, utilizing escalation processes and/or problem management, with a demonstrated sense of urgency to improve customer satisfaction.

You are the right fit if you have:

• Bachelor's degree in Electronics, preferably in Medical Devices;
• Field service experience, ideally in medical imaging;
• Strong IT knoledge: hardware, OS, networking;
• Excellent English communication skills;
• Ability to work independently and collaboratively;
• Willingness to travel internationally (up tp 40%);
• Based in Italy, preferably in the North but not mandatory.

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How we work together
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

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.

• 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 at Philips. Learn more about our culture of impact with care here.

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