Technical Manager – L3 PACS Support (VUE PACS), North America

Technical Manager – L3 PACS Support (VUE PACS), North America

Lead a team of Level 3 Picture Archiving and Communication System (PACS) experts while driving the resolution of complex customer issues and strengthening the quality, efficiency, and reliability of VUE PACS support.

Your role:

• Serve as the technical authority for VUE PACS, leading complex escalations, advanced troubleshooting efforts, and root cause analysis for issues across the installed customer base.

• Partner closely with Research & Development (R&D), Service, Sales, and Customers to drive effective issue resolution and ensure escalations are well-isolated and supported by evidence.

• Lead and develop a team of Level 3 PACS support experts through coaching, mentoring, performance guidance, onboarding, and talent development.

• Drive operational excellence by improving resolution times, reducing unnecessary escalations to R&D, and using data and insights to strengthen support processes.

• Champion knowledge sharing, documentation, and adoption of artificial intelligence (AI) tools to enhance diagnostics, troubleshooting, and product reliability.

You're the right fit if:

• You’ve acquired 7+ years experience supporting PACS or medical imaging software in a customer-facing technical support environment.

• Strong expertise in PACS solutions (on-premise and/or SaaS)

• Enterprise system troubleshooting and complex incident management

• Root Cause Analysis (RCA) and problem management

• Healthcare IT integrations (HL7, DICOM, RIS, EHR)

• System architecture and infrastructure troubleshooting

• Escalation management and service operations

• Technical documentation and knowledge management

• Data analysis and service performance monitoring

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

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.

This a field role.

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 improve the lives of others.

• Learn more about our business.

• Discover our rich and exciting history.

• Learn more about our purpose.

• Learn more about our culture.

Philips Transparency Details

The pay range for this position in AL, AZ, AR, CO, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MI, MS, MO, MN, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, or WY is $117,000 to $186,000.

The pay range for this position in AK, DE, HI, MD, MN, and RI is $123,000 to $195,000.

The pay range for this position in CA, CT, DC, MA, NJ, NY, or WA is $131,000 to $208,000.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

#LI-PH1

#LI-Remote

#healthcareinformatics

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