Global Field Support Leader CT/AMI

At Philips, we believe there’s always a way to make life better.

This role sets the strategic direction for the newly established Global Field Support organization, ensuring alignment with Philips’ overall business objectives and operational excellence. This role leads global initiatives to elevate technical support performance, strengthen service capabilities, and drive continuous improvement through technology, data insights, and cross-functional collaboration.

In this role you will act as a key driver of transformation in field support operations — addressing global escalations, optimizing service delivery, and embedding customer-centric innovation across all levels of the organization.

Your role

• Define and execute the global strategy for Field Support, aligning services with Philips’ strategic priorities and ensuring world-class customer experience.
• Lead process optimization and digital enablement initiatives to enhance efficiency, responsiveness, and knowledge sharing across global teams.
• Manage major escalations, driving root-cause resolution and preventive actions in coordination with senior stakeholders.
• Establish policies, standards, and performance metrics that ensure compliance, quality, and operational consistency.
• Use data analytics and customer insights to drive continuous improvement and strengthen service excellence.
• Collaborate with R&D, Product Management, and Marketing to integrate service readiness and feedback into product lifecycle planning.
• Build strong relationships with key customers and industry partners, representing Philips at strategic forums and engagements.
• Oversee training, capability development, and knowledge management for the global field support community.
• Lead organizational transformation, fostering innovation, agility, and a culture of high performance.
• Manage budgets, resources, and performance goals, ensuring alignment with global business targets.
• Drive succession planning and talent development, building a diverse, capable, and future-ready support organization.

You are the right fit if you have

• Bachelor’s or Master’s degree in Biomedical Engineering, Electronics Engineering, IT, Health Sciences, or related field.
• Minimum 8 years of experience (Bachelor’s) or 6 years (Master’s) in Product Support, Medical Devices, Healthcare, or Clinical Operations.

And also preferred:

• Proven leadership in global or regional technical support within a regulated industry.
• Strong expertise in medical imaging (CT/AMI) and healthcare technology.
• Demonstrated results in operational excellence, process transformation, and organizational leadership.
• Certifications in Project Management, Lean, or Six Sigma are advantageous.

How we work together

We believe that we are better together than apart.

Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This role is a field role.

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