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Provide application support and platform stability, analyze business needs to design solutions, partner with stakeholders for requirements and adoption, lead QA and testing, support deployments, and drive continuous improvement and documentation.

Leads the Service Parts Supply Chain Ultrasound Operations organization, overseeing end-to-end parts availability, planning, supply management, lifecycle optimization, risk management, and supply-chain performance across regions. Partners with supply chain, procurement, suppliers, regional teams, and field-service stakeholders to improve availability, reduce backorders, strengthen resilience, grow parts sales, and enhance repair and recovery performance. Builds integrated teams and a high-performance culture focused on continuous improvement and AI-enabled decision-making.

Lead and own the support process roadmap across incident, major incident, knowledge, problem, and change. Design and implement ServiceNow workflow controls, run monthly operating reviews, coordinate global process teams, drive practical AI adoption in support workflows, and maintain support FAQs and communications.

Serve as the primary support contact for Account Executives, healthcare practices, and sales teams. Coordinate resolution of service, product, process, and EMR issues; track inquiries and trends; maintain accurate records; educate users; support physician-office onboarding; and route requests appropriately while meeting customer-service standards. The office-based role includes 4–12 weeks of weekday training followed by a later weekday schedule.

Manage end-to-end deployment of radiology IT projects, including RIS, PACS, VNA, and cloud implementations. Responsibilities include project planning, budgeting, forecasting, resource coordination, vendor management, system integration, go-live execution, risk mitigation, documentation, stakeholder communication, compliance, and customer experience. The role requires hands-on PACS project management, cross-functional leadership, healthcare IT knowledge, PMI certification, and up to 20% travel across the United States.

Provide bilingual customer support to dental professionals through phone and multiple channels. Responsibilities include answering questions, troubleshooting, entering orders, upselling products, processing warranties, returns, exchanges, payments, and credit memos, and de-escalating customer concerns. The specialist supports technical, clinical, parts identification, field, and repair teams while maintaining customer relationships and improving the customer experience.

Administer the full lifecycle of service contracts—create, book, maintain, and update contracts in SAP and Salesforce; resolve entitlement and billing disputes; perform contract corrections and financial adjustments; support warranty administration, fiscal close, reporting, and process improvements while partnering with Sales, AR, Supply Chain, Procurement, and Finance to ensure compliance and accurate path-to-cash.

Supports Philips Imaging Systems field sales by preparing quotations and proposals, resolving sales-process issues, managing change orders and customer concessions, submitting Salesforce transactions, and producing reports that support order booking and revenue recognition. The role requires cross-functional collaboration, process discipline, stakeholder management, and use of LEAN methods to improve sales productivity.

Supports manufacturing industrialization, product lifecycle sub-projects, production readiness, equipment installation, process ramp-up, quality control plans, work instructions, and continuous improvement. Collaborates with senior engineers and cross-functional teams to improve manufacturing quality, efficiency, compliance, and cost performance while following established procedures and safety standards.

Lead Level 3 VUE PACS support experts, resolve complex customer escalations, conduct advanced troubleshooting and root cause analysis, and improve support quality and reliability. Partner with R&D, Service, Sales, and customers to resolve issues. Coach and develop the support team, improve resolution times, reduce unnecessary escalations, strengthen documentation and knowledge sharing, and apply AI tools to diagnostics and product reliability.