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.

• Bachelor's / Master's Degree in Electronics or Electrical Engineering, Technical Support, Customer Service Management or equivalent 11+ years of experience.

• 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.

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This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.