Philips Sr Manager, MR Clinical Services (Northeast Zone) in Boston, Massachusetts

Key Areas of Responsibility

Lead a team of Clinical Services Specialists, including deployment of competency management

In assigned geography:

  • Lead a team of field Clinical Services Specialist

  • Establish and maintain customer relationships with management of radiology department and senior customer management in assigned geography

  • Facilitate Clinical Services Specialists to establish and maintain customer relationships with technologists, radiologists and management of radiology department of assigned customers

  • Managed the execution of all on-site education processes and events

  • Ensure appropriate Clinical Services Specialist team support of Sales team with site visits, product presentations and demos

  • Ensure the multifunctional team, including sales and services, support the customer as one Philips voice

  • Establish and facilitate the productive relationship between the Account Manager, Field Service Engineer and the Clinical Service Specialist in support of customer success

  • Manage established Zone financial and operational targets

Manage the deployment of Clinical Services / touchpoints standards individually assigned from the list below (list is shared with the other zone leaders):

  • Off-site education

  • Hand-over process including on-site education and configuration

  • Relationship maintenance

  • Remote applications support (CCSC)

  • Support of User meetings, KOL, etc.

  • Clinical escalation management

  • Support Clinical Science

  • Sales support (Demo and show site)

  • Contribute to brand / marketing with content and support of events

  • Collection of Proof Points

  • Customer presentations in support of Sales

Job Knowledge, Skills, Education, and Experience Requirements

  • Bachelor’s degree or equivalent combination of experience and education

  • Minimum 3-5 years leadership experience in health care services

  • 5+ years in technical service environment with demonstrated results in customer experience

  • Proven experience mentoring and developing team on Relationship management, Customer influencing and Problem solving.

  • Experience managing a budget and a dispersed operation.

  • Self-starter with the ability to manage competing business priorities and tolerate ambiguity in a demanding environment.

  • Demonstrated knowledge of Healthcare customer processes and customer management decisions in MRI environment.

  • Strong written and verbal skills.

  • Demonstrated partnership with sales and technical team to deliver solid service to customers resulting in strong customer satisfaction and brand loyalty.

  • Excellent influencing, relationship building and problem solving skills at all levels of an organization.

  • Proven ability to set priorities, make decisions, and resolve conflicts.

  • Strong project management, change management, problem solving, and business analytics skills.

  • Understanding of adult education concepts and process is desired.

Physical Demands and Work Environment

  • Must be able to work in an office environment both on site and remotely

  • Travel up to 75%

In this role, you have the opportunity to

Lead a team of Clinical Services Specialists, including deployment of competency management.

You are responsible for

  • Lead a team of field Clinical Services Specialist

  • Establish and maintain customer relationships with management of radiology department and senior customer management in assigned geography

  • Facilitate Clinical Services Specialists to establish and maintain customer relationships with technologists, radiologists and management of radiology department of assigned customers

  • Managed the execution of all on-site education processes and events

  • Ensure appropriate Clinical Services Specialist team support of Sales team with site visits, product presentations and demos

  • Ensure the multifunctional team, including sales and services, support the customer as one Philips voice

  • Establish and facilitate the productive relationship between the Account Manager, Field Service Engineer and the Clinical Service Specialist in support of customer success

  • Manage established Zone financial and operational targets

Manage the deployment of Clinical Services / touchpoints standards individually assigned from the list below (list is shared with the other zone leaders):

  • Off-site education

  • Hand-over process including on-site education and configuration

  • Relationship maintenance

  • Remote applications support (CCSC)

  • Support of User meetings, KOL, etc.

  • Clinical escalation management

  • Support Clinical Science

  • Sales support (Demo and show site)

  • Contribute to brand / marketing with content and support of events

  • Collection of Proof Points

  • Customer presentations in support of Sales

You are a part of

Working as part of our Global Sales and Service organization, you’ll benefit from the team’s growing breadth and depth of healthcare products and services portfolio, and be challenged to drive our best-in-class reputation through top customer experience ratings.

To succeed in this role, you should have the following skills and experience

  • Bachelor’s degree or equivalent combination of experience and education

  • Minimum 3-5 years leadership experience in health care services

  • 5+ years in technical service environment with demonstrated results in customer experience

  • Proven experience mentoring and developing team on relationship management, customer influencing and problem solving.

  • Experience managing a budget and a dispersed operation.

  • Self-starter with the ability to manage competing business priorities and tolerate ambiguity in a demanding environment.

  • Demonstrated knowledge of Healthcare customer processes and customer management decisions in MRI environment.

  • Demonstrated partnership with sales and technical team to deliver solid service to customers resulting in strong customer satisfaction and brand loyalty.

  • Excellent influencing, relationship building and problem solving skills at all levels of an organization.

  • Proven ability to set priorities, make decisions, and resolve conflicts.

  • Strong project management, change management, problem solving, and business analytics skills.

  • Understanding of adult education concepts and process is desired.

  • May travel up to 75% of the time

In return, we offer you

Sharpen your talents with new challenges in our dynamic organization. As a market-driven company, we’re used to listening to our customers & apply the same thinking to our employees. We offer a competitive salary, outstanding benefits and flexibility in a career with a positive and supportive atmosphere in which to develop your talents further.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .

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.

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