Modality Performance Manager

18 Minutes ago • 5 Years + • $106,000 PA - $201,000 PA

Program Management

Job Description

The Modality Performance Manager (MPM) leads and implements service operations and support strategies for their modality, focusing on patient monitoring. This role involves analyzing data to determine root causes for quality and reliability issues, identifying cost-saving potentials, and providing analytical support to teams. The MPM initiates and implements initiatives to improve FSE productivity, training content, service documentation, and reduce parts consumption, ultimately enhancing NPS and customer loyalty.

Good To Have:

4-year technical degree preferred
CCNA/CCNP Preferred

Must Have:

5+ years of experience servicing applicable Philips modality equipment
Associate's degree or equivalent mix of education and work experience
Proficient at resolving problems remotely
Disciplined and timely use of customer escalation tools and processes
Excellent verbal and written skills
Self-starter
Ability to work cohesively and effectively with Sales & Service, Clinical Applications, Research & Development, and Senior Management
Demonstrated leadership skills
Flexibility to be available 24 x 7 via phone or pager as per schedule
US work authorization

Perks:

Annual incentive bonus
Sales commission
Long-term incentives
Comprehensive Philips Total Rewards benefits program
Generous PTO
401k (up to 7% match)
HSA (with company contribution)
Stock purchase plan
Education reimbursement

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Modality Performance Manager, Patient Monitoring

The Modality Performance Manager (MPM) leads and implements the service operations and support strategy for their modality and is responsible for addressing quality and reliability issues affecting the customer, establishes key operations and priorities, and ensures expected business results are achieved within the modality.

Your role:

Analyze Data and Determine Root Causes for Parts quality issues, top 3 good return parts, top 3 field service issues/product issues & field support needs, top CM outliers, top warranty and installations outliers, and top NFF (No Fault Found) parts.
Determine cost savings potential for implementing lower FRUs (Field Replacement Units)
Provide Analytical Support and Guidance to MPM’s and National Support Specialist’s (NSS’s), partner with MPM Team across modalities and clarify top productivity, process, material ueage improvement needs, and support MPM and NPI and alignment with Sales & Marketing.
Initiate & Implement initiatives:
With BIU and Field to address top FSE productivity outliers and improvement needs
With NSSs and Field Service teams to address inadequate training content and service documentation
To reduce parts consumption focused on top outliers of parts consumed

Align with BIUs and develop project plans on the top 3 Modality Performance improvement initiatives that need to be implemented in the Field. Project Lead NSSs on initiated projects and programs & ensure their active engagement and participation in identifying issues, carrying out assignments and implementing solutions. Lead and Implement initiatives to improve NPS and Customer Loyalty.

You're the right fit if:

You’ve acquired 5+ years of experience servicing applicable Philips modality equipment.
Associate's degree or equivalent mix of education and work experience required; 4-year technical degree preferred.
CCNA/CCNP Preferred
You are proficient at resolving problems remotely, disciplined and timely use of customer escalation tools and processes, have excellent verbal and written skills, are a self-starter, and have the ability to work cohesively and effectively with Sales & Service, Clinical Applications, Research & Development, and Senior Management. Demonstrated leadership skills required.
You have flexibility to be available 24 x 7 via phone or pager as per schedule
You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is a field role.

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.