Job Title

Senior Technical Support Manager

Job Description

Senior Technical Support Manager - (Hybrid Role)

As a Senior Technical Support Manager at Philips, you will fortify Philips remote support as the best in class within the medical device service industry and deliver support recognized as a key differentiator to influence our customers as promotors of repeat vendor of choice. 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.

Your role:

• Manage remote technical and clinical teams to provide timely and effective remote solutions to customers, with a focus on patient safety, quality, accuracy, and clear communication.
• 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)
• On call - manage customer escalations/Team management 24x7
• Lean principles and continuous improvement

You're the right fit if:

• You've acquired 3+ years of people management experience in healthcare, IT, or electronics industries. Experience in healthcare service/support critical - medical device industry experience is highly preferred.
• Your skills include:
  • The ability to lead a high performing remote team that consists of direct and indirect reports
  • Supervising people leaders and teams of 20+ employees
  • Call Center experience is highly preferred
  • Business acumen including interviewing, performance management, cross team collaborations
  • Lead daily management
• You have a bachelor's degree in business operations, IT leadership, healthcare administration, or other related disciplines
• You're an effective communicator, with the ability to influence and negotiate with internal and external resources and customers, to meet objectives and deliver high levels of customer service.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. Additionally, you must be able to:
  • Travel up to 20% where the projects require.

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.

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 commitment to diversity and inclusion here.

Philips Transparency Details

The base pay range for this position is $102,200 - $175,200. The actual base pay offered may vary 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.

For this hybrid position, you must reside in or within commuting distance to Cambridge, MA, Nashville, TN, Atlanta, GA or Bothell, WA.

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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/Disabled/Veteran and maintains a drug-free workplace.