Incident Support Specialist, Nordics

Philips is a global leader in health technology, developing innovative solutions that improve patient outcomes and healthcare delivery worldwide. Within their Enterprise Informatics division, Philips creates sophisticated software platforms that enable healthcare professionals to visualize, analyze, and manage medical imaging data across entire hospital networks.

During my tenure at Philips, I served as a critical link between cutting-edge medical imaging technology and healthcare providers across Northern Europe, ensuring that advanced diagnostic tools remained operational and effective in clinical environments where patient care depends on reliable system performance.

Specialized System Support: Provided comprehensive Level 1 support for two flagship Enterprise Informatics platforms: Intellispace Portal (ISP), a sophisticated application suite enabling advanced visualization and image processing of clinical images, and Intellispace Cardiovascular (ISCV), a specialized PACS solution designed specifically for cardiology informatics. This dual-system expertise required deep understanding of both general medical imaging workflows and the specialized requirements of cardiovascular diagnostics.

Independent Problem Resolution: Operating in a stand-alone capacity within my team, I managed the complete incident lifecycle from initial customer contact through resolution or appropriate escalation. This autonomous role demanded strong decision-making skills and technical judgment to determine when issues could be resolved at Level 1 versus when they required escalation to Level 2 or Level 3 specialist teams. The position required balancing rapid response times with thorough problem analysis to ensure customer satisfaction.

Deployment Quality Assurance: Collaborated closely with upgrade and installation teams to evaluate system deployment success and identify improvement opportunities. This cross-functional work involved analyzing deployment outcomes, gathering customer feedback, and contributing to process refinements that enhanced overall customer satisfaction with Philips products. The role required understanding both technical implementation challenges and customer experience factors.

Regional Leadership and Mentorship: Managed primary responsibility for the Nordic region while maintaining a dotted-line relationship to UK & Ireland operations, providing support to remote service teams as needed. Additionally, served as an integral member of a Level 1 team that bridged UK & Ireland and Nordic operations, focusing on team development and knowledge sharing. This leadership component involved mentoring fellow Level 1 engineers, driving team performance improvements, and fostering professional growth across the international team.

International Operations and Technical Development: Gained valuable international experience managing service delivery across diverse healthcare systems and regulatory environments in both Nordic and UK & Ireland markets. Enhanced technical expertise in critical healthcare IT protocols including HL7, broker engines, and enterprise architecture solutions, while developing advanced troubleshooting capabilities and stakeholder management skills essential for supporting complex medical imaging infrastructures.

Customer-Centric Process Improvement: Maintained unwavering focus on customer satisfaction throughout all activities, working systematically to improve system deployment processes and service delivery quality, ensuring that Philips' advanced medical imaging solutions consistently met the demanding requirements of modern healthcare environments.