RI S&SD Central Support Engineer Europe at Philips in Genoa

RI S&SD Central Support Engineer Europe

Location: Genoa

Job Title

RI S&SD Central Support Engineer Europe

Job Description

Serve as the PACS Subject Matter Expert within Radiology Informatics Support & Service Delivery in Europe, acting as the central technical escalation point for complex and critical PACS-related incidents.

This role supports the rapid restoration of customer services by providing expert-level troubleshooting, Major Incident Support, Escalation Management and support for PACS solutions across Europe.

Working closely with regional support teams and, when required, with R&D organizations this role helps ensure high levels of service quality, operational continuity and customer success.

All above in order to deliver services in an effective and efficient manner, enabling our customer success and help create a better life for people around the world.

Your role:

• Serve as the PACS Subject Matter Expert and central technical escalation point for complex PACS incidents across Europe.
• Provide expert troubleshooting, technical guidance, and ownership of escalated incidents through resolution.
• Lead technical investigations, impact assessments, and root cause analyses to drive service restoration and prevent recurrence.
• Analyze PACS applications, logs, configurations, databases, and infrastructure components to identify and resolve issues.
• Support Major Incident and Technical Crisis Management activities.
• Collaborate with regional support teams and R&D/L3 teams, ensuring escalations are supported by clear technical evidence.
• Create technical incident reports and contribute to post-incident reviews and continuous improvement initiatives.
• Proactively identify risks related to service availability, data integrity, security, and operational continuity.
• Participate in the Europe 24/7 on-call support program and travel onsite when required.

You’re a right fit if:

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field, or equivalent experience.
• 2+ years of significant experience in PACS and Healthcare IT environments.
• Experience in Incident Management, Problem Management, Service Engineering, Integration, or Implementation of healthcare IT solutions.
• Experience supporting business-critical production environments.
• Excellent communication and stakeholder management skills, with the ability to explain complex technical concepts clearly.
• Fluent in English, both written and spoken.
• Strong knowledge of PACS solutions and Radiology Informatics workflows.
• Knowledge of DICOM, HL7, and IHE standards.
• Experience with Windows Server environments, storage solutions, SQL, and monitoring tools and Oracle Database.
• PowerShell and/or Python scripting skills are a plus.

Compensation & benefits

Doing meaningful work should come with fair, transparent rewards. The base salary range for this role is €35.256 –€56.922. We determine pay within the range using objective factors, like the skills the role requires, your relevant experience and the responsibility you'll have in this role, alongside internal equity and local market considerations.
We’ll share the full approach with you during the interview process, so you can make a clear, informed decision.

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.

About Philips
Are you ready to do the work of your life to help the lives of others? Learn more about our business, discover our rich and exciting history and 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.

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