Job Title
Senior Manager, Technical Support

Job Description

Effective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips. Employees with a sincerely held religious belief and/or disability impacting their ability to obtain the COVID vaccine can request a reasonable accommodation.

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it's not just what we do, it's who we are. We are 80,000, wonderfully unique individuals, with two things in common: An unwavering sense of purpose and a relentless determination to deliver on our customers' needs. It's what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers' needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That's why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to

Fortify Philips remote support as the best in class within the medical device service industry. Deliver support as a key differentiator to influence our customers as promotors of repeat vendor of choice.

You are responsible for

• Delivery of timely, effective remote solutions to our customers with impeccable communication and follow up
• Delivery of established operational targets such as Service Level, Remote Resolution, Net Promoter Score, Aged Work Orders, Employee Engagement
• Staffing, Training, Onboarding of technical and clinical staff
• Daily management of workforce, payroll, expense management, employee time off, operational Key Performance Indicators
• Ongoing training and development, new product/solution introduction and roll out
• People Performance Management, Salary Planning, Annual Operating Planning (budget)
• Lean principles and continuous improvement

You are a part of

North America Services and Solutions Delivery / Service Operations / National Customer Support

To succeed in this role, you should have the following skills and experience

• Undergraduate degree in related field preferred (Business Operations, IT Leadership, Healthcare, etc.)
• Experience in healthcare service/support critical - medical device industry experience a plus
• Experience in leading remote teams required
• Managerial courage a must - ability to manage performance and career direction
• Drive continuous improvement, Lean/Six Sigma leadership skills a plus
• Ability to lead and drive daily management - hold others accountable
• On call - manage customer escalations 24x7

In return, we offer you

Opportunity to lead a team of advanced remote patient monitoring specialists who deliver the highest levels of solution management to our healthcare partners in biomedical/clinical engineering and nursing.

High visibility role with opportunity to further advance capabilities through more effective tools, processes and training.

Ability to gain exposure and experience for further career advancement.

Why should you join Philips?

Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it's like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.

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

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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 Opportunity Employer/Disabled/Veteran