Philips Customer Support Manager - East & South Zone in Alpharetta, Georgia

This role is in the Healthcare Informatics Solution and Services group (HISS). The role is primarily to manage the Radiology Service Desk team along with attending to customer cases, escalations, producing and monitoring metrics. Position requires a strong positive leader to lead and manage change within the team and the organization, along with a dynamic customer base.

The Customer Support Manager is driven with proven leadership abilities and compliments in achieving our world-class levels of customer satisfaction. He/She is a dynamic and self-motivated individual who will be involved in building a strong team. The Customer Support Manager is a people-manager and is customer-facing. He/She is responsible for the leading a technical support team and for handling and overseeing the most critical, escalated issues. This role will both guide and grow the technical support team as well as managing the critical escalations that are raised through either technical support or through customer account management.

Key Areas of Responsibility:

  • Management of a technical support team

  • Maintain and improve individual performance levels of team to ensure targets are met

  • Work with other team managers to ensure efficient and effective coverage of hours and skills

  • Manage visible cases and ensure outstanding customer service levels

  • Lead calls with internal stakeholders to review status and updates

  • Provide prompt and complete resolution of technical challenges and business issues

  • Liaise and work closely with the following:

  • Global support teams and leaders

  • Tier 2 support teams

  • Product management teams

  • Third-party product management teams

  • Account executive teams on issue reviews, case volume, escalated technical issues and product roadmap changes/new features and for critical escalations

  • R&D

  • Implementation teams

  • Identify and drive areas of process improvement, including by not limited to: envisioning and building new monitoring and/or reporting tools, creating or improving existing policies/procedures, as well as developing improved support practices

  • Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support while fostering a culture open to collaboration across boundaries

  • Contribute to the knowledge base and create knowledge base materials dedicated toward operational efficiency while empowering and enabling the greater support community

  • Coach and train the team

  • Advocate customers’ priorities and requirements internally

  • Responsible for the team’s key performance indicators

Additional Responsibilities:

  • Monitor key performance indicators assigned to customers and team members

  • Identify skill gaps of current staff and assist team members in development plans and actions

  • Ensure all client concerns are addressed in a timely manner, including the following: events, ticketing issues, requests, questions, and training opportunities; handle escalations as needed

  • Monitor relevant reports and tools to identify, address, and proactively engage employees to correct: long calls, misuse of cases and compliance issues

  • Manage queues within CRM and monitor all open and aging cases daily

What we’re looking for:

  • Relevant BA/BS degree with 3+ years in support, consulting, account management or 2+ years with development experience and 2+ years in a customer-facing role

  • Demonstrated ability to coach and lead others

  • ITIL Foundation certification preferred

  • Previous experience with CRMs and related technology preferred

  • Experience working with a diverse team in a fast-paced environment

  • Experience in a customer facing role implementing solutions or providing service with a high level of accountability

  • Experience providing service to multiple customers using modern support contact channels, such as chat, self-help, etc. is required

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.