Americas Support Services Lead, Cardiovascular Informatics

Job Title

Americas Support Services Lead, Cardiovascular Informatics

Job Description

Americas Support Services Lead, Cardiovascular Informatics

As 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. 

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 opportun