Senior Manager, Technical Support

Job Description

Senior Manager, Technical Support

As a Senior Technical Support Manager at Philips, you will enhance Philips support to be the industry leader in medical device services, driving customer loyalty and repeat business, while leading a team of advanced engineers to provide exceptional solution management to our healthcare partners.

Your role:

• Manage a 20+ team of engineers to deliver effective solutions focusing on patient safety, quality, accuracy, and communication.
• Achieve operational targets such as Applied Time/Utilization, Service Level, Remote Resolution, Net Promoter Score, Aged Work Orders, and Employee Engagement.
• Oversee staffing, training, onboarding, and ongoing development of staff.
• Handle workforce management, payroll, expenses, employee time off, and operational KPIs.
• Implement people performance management, salary planning, annual budget planning, and maintain readiness for 24x7 customer escalations through lean principles and continuous improvement.

You're the right fit if:

• You’ve acquired 3+ years of people management experience in healthcare, IT, or electronics industries. Experience in healthcare service/support critical - medical device industry experience is highly preferred.
• You have a bachelor’s degree (or equivalent combination of education and experience) in business operations, IT leadership, healthcare administration, or other related disciplines
• Your skills include leading a high-performing remote team of over 20 direct and indirect reports, supervising people leaders, leveraging call center experience, and demonstrating business acumen in interviewing, performance management, cross-team collaboration, and daily management.
• You’re an effective communicator, with the ability to influence and negotiate with internal and external resources and customers, to meet objectives and deliver high levels of customer service.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

Additionally, you must be able to travel up to 20% where the projects require.

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.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Philips Transparency Details

The pay ranges for this position are:

• $106,875 to $171,000 (AZ, AR, ID, IA, KS, KY, LA, ME, MS, MO, NE, NM, OK, SC, SD, TN, UT, or WV)
• $112,500 to $180,000 (AL, CO, FL, GA, HI, IL, IN, MI, MN, NV, NH, NC, ND, OH, OR, PA, TX, VT, VA, WI, or WY)
• $118,125 to $189,000 (AK, DE, MD, NY, RI, or WA)
• $126,000 to $201,600 (CA, CT, DC, MA, or NJ)

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

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.

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.