Manager, Customer Support

Posted Mar 8

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

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

You are responsible for

  • Develop and implement strategic and tactical plans to guide the support team in the accomplishment of their goals
  • Review and maintain customer service policy and procedures, making changes when necessary to improve service delivery and business results
  • Ensure that service delivery meets or exceeds company standards and customer expectations. Directs business /process changes driven by data.
  • Maintain high customer satisfaction survey results; taking appropriate actions to continue to raise team performance through survey results, anticipating future needs, then implement strategic plans that will improve customer satisfaction.
  • Develop and manage operations and budgets to meet targeted goals
  • Develop and execute initiatives that drive service revenue growth
  • Build a strong team of highly knowledgeable, motivated, and dedicated individuals through staff development and sound hiring practices.
  • Utilizing LEAN techniques to drive operational efficiency improvements at the business and department level.
  • Manage team performance both through the performance management process and by providing regular coaching and feedback
  • Lead training initiatives to ensure adequate training of the staff ensuring technical service and clinical effectiveness, customer service skills, and process knowledge
  • Supports the development of the team by conducting regular development planning sessions and providing coaching for career growth
  • Provides leadership for cross‐functional cooperation and optimum service delivery, through improved processes, automation, technology, and organizational development

You are a part of

You will manage a highly skilled Healthcare Informatics Solutions team responsible for overall success of Philips customers utilizing our suite of medical informatics products. The L1 Customer Support Manager will lead support operations within the VUE PACs product portfolio. You will represent the voice of the consumer and work closely with cross-functional partners across Philips to make our products and policies better. The L1 Customer Support Manager is passionate about focusing on the consumer and helping them get the most out of Philips. You will represent Philips and delight our customers.

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

  • Bachelors Degree in relevant field preferred
  • Excellent Communications skills at all levels of the organization
  • Successfully displays Philips leadership competencies.
  • Pursue Market Insight by showing a deep understanding of the market and customer needs
  • IT background preferred.
  • Create Innovative strategies by understanding and working within a strategic context. Defining own operational plan within the larger strategy.
  • Inspire Commitment by creating a winning mindset and mobilizing people around the business strategy. Earn trust by acting as a role model. Engage others by building their personal commitment.
  • Leverage capabilities by working across internal and external boundaries to maximize value. Demonstrate teamwork and engagement with colleagues.
  • Champion People’s growth, by personally investing in the development of others. Build expertise and develop self.
  • Drive for Results, by taking personal accountability and continually drive for operational excellence and simplicity. Instill a sense of urgency.
  • PACS Experience a plus.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

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.

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.

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.

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Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.