North America Software Support Leader

4 weeks ago

Cambridge, Massachusetts, United States Philips Full time
Job TitleNorth America Software Support Leader (Director), Radiology InformaticsJob Description

Strategic, Senior Software Support Leader for the North America Region, responsible to guide the organization through the transformation to the cloud, while protecting the existing install base, improving customer experience, and driving employee growth.

Your role:

  • Lead the North America Support Organization to foster a Customer First culture, managing a large geographically dispersed team of Incident and Problem Management engineers to resolve regional issues swiftly and improve quality and productivity. Plan, direct, coordinate, and execute recovery plans while ensuring exceptional customer communication and managing escalated cases.
  • Provide executive-level reports complete with demand/capacity planning, customer satisfaction performance, and both internal and external service recovery plans. Constantly seek ways to enhance quality and gain operational leverage.
  • Partner with Market Professional Services Implementation leads and Sales leaders to support market growth. Lead calls with top-tier customers and stakeholders to review status updates and provide prompt resolution of technical challenges until issues are closed or transitioned.
  • Collaborate with global counterparts to ensure efficient coverage of hours and skills. Strengthen alignment and service performance levels between the North and Latin America regions, and coordinate with Global Problem Management, Engineering, Product Management, and third-party teams to resolve complex issues effectively.
  • Develop leaders and team members, fostering effective leadership and competencies for the future. Periodically work with Account Executive teams on issue reviews, case volumes, escalated technical issues, and product roadmap changes; provide closed-loop feedback to peers and Business Unit leadership to ensure system features and issues are incorporated into future plans as we evolve to a cloud-native product portfolio.

You're the right fit if:

  • You've acquired 10+ years of experience in managing Diagnostic Imaging customer support or services organizations of >100 people.
  • Your skills include leadership in a technical medical device environment, ability to motivate, lead, and develop a large geographically dispersed team, and work with peers across the organization to ensure functional boundaries do not get in the way of customer experience.
  • You have a Bachelor's degree or the equivalent in Computer Science or Engineering or related field, preferably a Master's Degree.
  • You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
  • You must be able to:
    • Travel up to 15%.
  • You're a self-starter, a problem solver, with a keen desire to win. You have a high level of experience with interpersonal relationships, the ability to communicate both written and verbal, and the ability to present and gain acceptance for a comprehensive strategy. The ability to manage in a matrixed environment with minimal direction is required.

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.
  • Read more about our employee benefits.

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.

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.

#LI-PH1

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.

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