Posted on Oct 12th 2019

Product Support Engineer


Full time



Posted on Oct 12th 2019


Full time



Job Title

Product Support Engineer

Job Description

Position: Product Support Engineer

Location: Shenzhen (preferred) or Shanghai

In this role, you have the opportunity to

  • Respond to service/market product inquiries and escalations.
  • Work on problems of diverse scope and magnitude and drives improvements to prevent reoccurrence and enhance Philips’ customer experience outcomes
  • Interpersonal skills, technical product knowledge and expertise are critical to managing ongoing issues and their resolution. Troubleshoot problems and in conjunction with other business functions i.e., R&D, SC, Quality, recommends corrective action.

    You are responsible for

  • Represent and champion customer support needs in the development of new products, interim product releases, sustaining support and service tools.
  • Work closely with other organizations (i.e.: Engineering, Service, Marketing, etc.) as needed to review supportability requirements, influence design and supportability.
  • Develop and deliver timely service communications on identified issues and solutions, including but not limited to Service Bulletins, FCOs and training materials.
  • Product Support
  • Function as a representative for both present and post release support
  • Monitor/Drive high customer satisfaction results for assigned area 
  • When requested or required assist technical & field personnel
  • Function as the new product introduction (NPI) representative
  • Evaluate and ensure specified service requirements are met prior to new product launch.
  • Actively track, report and update assigned business issues until resolved.
  • Teamwork
  • Provide a positive, cohesive company image with internal and external customers.
  • Take a leadership role in personally owning and driving assigned task
  • Assist management with technical evaluations and training and make recommendations.
  • Actively participate as a member of cross-functional teams


You are a part of

  • The Monitoring & Analytics Product Support Engineering team, which is part of a software and solutions business encompassing patient monitoring and its capabilities. Our MA solutions reach more than 370 million people every year. In this role, you will report directly to the Director of Product Support Engineering.

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

  • Bachelor’s degree in a technical discipline with a minimum of 5 years of related experience, major in Electronics or Software is preferred
  • 3+ years of experience supporting electro mechanical products, medical device experience is a plus. Experience in R&D, Engineering or related technical functions is preferred.
  • Strong understanding of troubleshooting and problem solving methodologies related to product support
  • Customer first mindset (prior customer service experience – preferred)
  • Working knowledge and understanding of Windows operating systems and/or networking (a plus)
  • Strong communication both verbal and written and ability to work cross functionally with various teams
  • Strong English language skill is required, Chinese language skill is an advantage.

In return, we offer you

  • Sharpen your talents with new challenges in our dynamic organization. As a market-driven company, we are used to listening to our customers & apply the same thinking to our employees. We offer a competitive salary, outstanding benefits and flexibility in a career with a positive and supportive atmosphere in which to develop your talents further.

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.

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.


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Over 125 years ago, Frederik and Gerard Philips started a small light bulb company in Eindhoven. Little did they realize that it would become a global force of innovation, committed to improving billions of lives worldwide. But it did. Today, Philips is a world leading health technology company with a vision to make life better for people worldwide through meaningful innovation. Making good on this promise depends on our passionate, inspirational, collaborative and diverse team. We have over 80,000+ brilliant people around the world but are always looking for more. Like-minded, motivated, focused minds to join us in creating a healthier, more connected society while tranforming themselves personally and professionally. Working at Philips is more than a job. It's an experience filled with unexcepted moments that will transform you in lasting and positive ways. Help us improve the world for the better while building a career that no one could have planned for. Even you.




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