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Philips Pinnacle Clinical Support Specialist (Home-Based) in United States of America - Home Based, Massachusetts


If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

In this role, you have the opportunity to

The Pinnacle Clinical Support Specialist is the ambassador of Philips Healthcare ensuring that all customers are satisfied while meeting or exceeding our business targets. The Clinical Support Specialist receives, registers, and provides clinical service support to the requests or problems coming in from all channels and communicates solutions or actions, acting in accordance with our regulatory guidelines. Solutions are provided remotely - walking clinicians through particular procedures, assisting remotely and offering guidance on optimizing the system clinically. This role handles complaints (safety & non-safety related) & escalations to ensure accurate and timely analysis, registration and action.

Key performance indicators

  • % Remote resolution (the ability to remotely trouble shoot and solve problems)

  • % First Time Right (collaborative remote & field measure to execute service first time right)

  • Continuous Quality (CQ)

You are responsible for

Duties and Responsibilities:

  • Analyze and resolve Pinnacle3 Radiation Therapy Planning (RTP) system customer support issues via phone/email and remote access. Execute procedures to analyze and resolve customer problems. Exercise judgement within the scope to solve the problem.

  • Developed and deliver timely service communication of identified issues and solutions to customer, including escalating to management via specified escalation processes as needed.

  • Work with sales and service teams – Installation, Field Service and Technical Support Groups to ensure successful product introductions and best in class service delivery. This includes installation and planning support, training development and delivery, etc.

  • Stay current with technical/application skills and quality system training through self-study and training course work.

  • Maximize customer satisfaction through product reliability and performance data monitoring.

  • Position will support Pinnacle users during Pacific Time business hours.

You are a part of

An organization passionate about patients and the care providers interacting with them. You will operate remotely, within a closely-knit team environment, and be self-motivated while working under the Director Service and Support with minimal supervision.

To succeed in this role, you should have the following skills and experience

  • University graduate degree level or equivalent (preferably in an engineering, medical or science related qualification)

  • Expert PC skills (e.g. experience with Microsoft Windows and Office Software applications)

  • Problem-solving, critical-thinking and priority-setting skills.

  • Effective communication skills.

  • Fluent English required. Other language skills desirable.

  • Must be a strong team-player who enjoys collaborating and sharing information with others.

  • Prior experience within a clinical, medical or science related environment.

  • Minimum 2 years prior experience in customer facing role.

  • Must be a Certified Medical Dosimetrist (via MDCB) with a minimum of 3 years related experience.

  • This is a home-based position. Our preference is to hire within the Pacific Time Zone.

In return, we offer you

An opportunity to join us in our call to action. This is a permanent position that comes with a generous benefits package. Our goal is to help as many healthcare providers as possible to deal with the growing numbers of critical patients

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran