Job TitleDMS Urology Field Clinical Applications SpecialistJob Description

DMS Urology Field Clinical Applications Specialist

In this role, you provide advanced guidance on complex procedures to optimize equipment performance, proactively manage customer escalations and feedback, and apply specialized knowledge to resolve technical challenges. Operating with autonomy, you collaborate across product development, R&D, and regulatory teams to drive innovation and enhance product outcomes. You lead initiatives to strengthen clinical support through improved training materials and tools, execute complex system applications independently, and ensure meticulous documentation within the Service Management System. You investigate customer issues thoroughly, stay current with product and industry developments, and foster strong relationships with healthcare professionals through ongoing support and engagement.

Your role:

Provides expert guidance to customers on complex clinical procedures and protocols, leveraging deep knowledge and experience to optimize the performance and utilization of equipment.
Takes a proactive approach in managing customer escalations, complaints, and feedback, independently assessing situations and implementing effective strategies to address concerns and maintain customer satisfaction.
Applies specialized knowledge in breadth and/or depth to a variety of issues and projects within the team, ensuring effective solutions and innovative approaches to complex challenges.
Works under limited supervision and broad guidelines, regularly applying independent judgment on matters of significance to drive project success and compliance.
Collaborates across multidisciplinary teams, including product development, research and development, and regulatory affairs, to drive innovation and improve product performance based on customer insights.
Leads initiatives to enhance the organization's clinical support capabilities, including the development of new training materials, processes, and tools, to ensure continuous improvement and excellence in customer service delivery.
Undertakes complex clinical or system application assignments, exercising autonomy and discretion in decision-making, and adapting to evolving circumstances to achieve desired outcomes.
Takes ownership of documenting and maintaining service records with meticulous attention to detail, ensuring accuracy and completeness within the Service Management System.
Conducts thorough investigations into customer complaints or escalations, gathering relevant data and evidence to facilitate resolution and prevent recurrence.
Stays updated on new product releases, software updates, and industry developments through ongoing training, self-study, and participation in education programs and industry events.
Develops and maintains strong relationships with healthcare professionals by actively participating in discussions, providing ongoing support, and soliciting feedback, ensuring that their concerns are effectively addressed.

You are fit if:

Hold a Bachelor’s or master’s degree in engineering, Medical, Science, or a related field.
Have 2+ years of experience in the medical industry, clinical support, healthcare, or customer service.
Demonstrate deep clinical expertise and confidently guide customers on complex procedures and equipment usage.
Proactively resolve escalations and complaints, ensuring high customer satisfaction.
Apply specialized knowledge to solve complex challenges and drive innovation.
Work independently, exercising sound judgement under broad guidelines.
Collaborate effectively across functions like R&D, product development, and regulatory affairs.
Lead initiatives to enhance clinical support through training tools and process improvements.
Manage complex clinical or system assignments with autonomy and adaptability.
Maintain accurate service documentation with meticulous attention to detail.
Investigate customer issues thoroughly to drive resolution and prevent recurrence.
Stay current with product updates, software releases, and industry trends.
Build strong relationships with healthcare professionals, actively listening and responding to their needs.

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 role is an office-based 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 the lives of others.
• Learn more about our business.
• Discover our rich and exciting history.
• 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 here.

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DMS Urology Field Clinical Applications Specialist