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Americas Support Services Lead, Cardiovascular InformaticsAs the Americas Support Services Lead, you will manage a dynamic team of home/office-based Remote Support Engineers (L1) & Technical Support Specialists (L2) across the North/South American continent for the Cardiovascular Informatics (CVI) business as part of our Global Support Model, and take the lead for critical escalations within the Americas region.Your role:
Manage all aspects of customer service operations.
Lead operational teams and align activities to support business strategy objectives and contribute to business financial commitments.
Regularly report on and track Key Performance Indicators (KPIs) such as: customer satisfaction, time to resolution, etc. and relevant quality, legal, and compliance requirements.
Utilize LEAN techniques, new technology and data analytics to drive systemic improvement across the customer support experience.
Identify/develop talent and lead by example to promote a performance culture.
Respond to escalation requests to address customer concerns, or create on demand account escalations in order to manage a customer holistically for 1 or more escalated cases.
You're the right fit if:
You’ve acquired 12+ years’ experience in complex health system IT environments, including experience with regulated devices.
10+ years leading customer experience, support, or technical consultant teams with clinical and/or health care applications.
8+ years business management experience (including budget and reporting responsibility).
You have a bachelor’s degree in science, computer science, engineering, or equivalent.
Background in Picture Archiving and Communication System (PACS) administration, technical support in cardiology or radiology field, and field customer support.
Your skills include:
Exceptional experience managing and leading multiple stakeholders and technical projects.
Extensive knowledge of medical imaging systems, Digital Imaging and Communication in Medicine (DICOM), and HL7 messaging standards.
Prior experience leading a global call center operations for regulated healthcare products.
Experience with managed services, pro-active support, ServiceNow (SNOW) or equivalent support orchestration tools.
Expertise with Windows systems administration in an enterprise client server environment.
Knowledge of Hospital Imaging Systems (modalities i.e. CT, MRI, NM, etc.), DICOM, and clinical imaging informatics.
Technical competence with the Philips Radiology or Cardiology Informatics Systems (preferred).
You have a strong Executive presence and communication skills, and exceptional analytical skills to gain confidence with internal and external stakeholders. Proven customer-facing escalation management skills.
You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
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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 DetailsThe pay range for this position is $131,600 to $225,600 annually. 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 InformationUS 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.#LI-PH1#LI-RemoteIt 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
