North America Software Support Leader, Radiology Informatics

2 months ago

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

Strategic, Senior VUE 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:

  • Deliver leadership and technical direction to create a Customer First culture within the North America Support Organization. Responsible to provide executive level reports complete with demand/capacity planning, customer satisfaction performance, and service recovery plans (internal and external).
  • Manage a large geographically dispersed team of Incident and Problem management engineers, who rapidly resolve issues in the region's install base. Constantly look for ways to improve quality & productivity and gain operational leverage.
  • Plan, direct, coordinate, make decisions and execute recovery plans while leading your team and communicating with customers.
  • Manage escalated cases and ensure outstanding customer service levels are being exceeded.
  • For top tier customers, lead calls with internal and external stakeholders to review status and update until closed or transitioned for mainstream activities.
  • Provide prompt and complete resolution of technical challenges and business issues.
  • Effectively partner with Market Professional Services Implementation leads and Sales leaders to support growing and expanding our market presence.
  • Work with global counterparts to ensure efficient and effective coverage of hours and skills.
  • Link North America Region's requirement to strengthen alignment and service performance levels with the Latin America Region and Global Problem Management, Engineering and Product management teams, and third-party product management teams as needed to ensure your team is well armed to resolve complex issues.
  • Periodically work with Account executive teams on issue reviews, case volume, escalated technical issues and product roadmap changes/new features and for critical escalations.
  • Provide closed loop feedback to peers and Business Unit leadership to ensure features/capabilities and system issues are resolved and/or incorporated into future plans.
  • Develop leaders and team members to emulate effective leadership and competencies for the future 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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