Philips Technical Support Team Lead in Cambridge, Massachusetts02238

The HealthSuite Digital Platform is seeking a Technical Support Team Lead. The HSDP Support Operations team is looking to build its support team and needs a lead point of contact to partner with the HSDP Operations groups, outsourced support vendors, and internal product partners to define processes, templates, and skill sets needed to support the digital platform.

The ideal candidate must work with internal customers, HSDP leadership, R&D, and multiple vendors. With a focus on customer service this role ensures that SLA’s are met (exceeded) and that collaboration and mentoring are a primary focus.

The Team Lead will identify improvement opportunities, address escalated issues and ensure the delivery of timely resolution to customers. Mentoring Technical Support Specialists and Analysts and acting on behalf of management are primary tasks of this position.

RESPONSIBILITIES

• Respond to internal and external requests in a timely and accurate manner

• Demonstrate leadership stature and act as an agent for change

• Set work priorities for the group

• Work with eternal service provider to monitor volumes of calls, emails, trouble tickets and escalations and redistribute as needed to support attainment of operational goals

• Help build new support team and identify development needs of team members, leading and mentoring by example

• Assist in elaborating and implementing staff development/action plans

• Identify process improvement opportunities

• Interact with vendor and field partners via verbal and written communications

• Successfully complete other tasks, projects and duties as assigned by management

QUALIFICATIONS

• Proven customer service excellence; the ability to successfully build strong working relationships with customers and staff

• Excellent verbal and written skills

• Goal-orientated, pro-active, self-motivated individual

• Demonstrated ability to solve problems

• Demonstrated commitment to quality

• Strong organizational and multi-tasking skills

• Experience in a Help Desk or Service Desk environment highly desirable

• ITIL Foundation certified

EDUCATION and/or EXPERIENCE

• BS in MIS/CS or related field OR Equivalent experience

• 6+ years of IT Support experience in application support and maintenance including 2+ years in a leadership role

• Technical skills required to triage issues across multiple tiers and diverse technologies including external partners whose technology is part of FH systems

• Strong understanding of Software Development Lifecycle; Experience with all phases of a SDLC

• Ability to interact with users and translate needs into maintainable configurations and code fixes

• Ability to effectively communicate client issues to the offshore development team

• Ability to interface well with the business and technology staff

• Experience in developing/supporting applications and change control practices

• Experience partnering with external service providers on the delivery of IT services

• Develop standards, policies and procedures to meet customer satisfaction requirements

• Working cross-functionally with all departments to meet SLAs and customer satisfaction requirements

• Ability to multitask and prioritize tasks in order of importance and priority

• Working with other leaders to manage escalations, patches etc.

• Working with an off-shore team on effective and timely patch delivery

• Experience in working with the on shore/ off shore development paradigm

• Ability to support the Program Management and Platform Operations teams as required

In this role, you have the opportunity to

Work with internal customers, HSDP (HealthSuite Digital Platform) leadership, R&D, and multiple vendors. With a focus on customer service this role ensures that SLA’s are met/exceeded and that collaboration and mentoring are a primary focus.

The Team Lead will identify improvement opportunities, address escalated issues and ensure the delivery of timely resolution to customers. Mentoring Technical Support Specialists and Analysts and acting on behalf of management are primary tasks of this position.

You are responsible for

  • Respond to internal and external requests in a timely and accurate manner

  • Demonstrate leadership stature and act as an agent for change

  • Set work priorities for the group

  • Work with external service provider to monitor volumes of calls, emails, trouble tickets and escalations and redistribute as needed to support attainment of operational goals

  • Help build new support team and identify development needs of team members, leading and mentoring by example

  • Assist in elaborating and implementing staff development/action plans

  • Identify process improvement opportunities

  • Interact with vendor and field partners via verbal and written communications

  • Successfully complete other tasks, projects and duties as assigned by management

You are a part of

The Support Operations team that needs a lead point of contact to partner with the HSDP Operations groups, outsourced support vendors, and internal product partners to define processes, templates, and skill sets needed to support the digital platform.

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

  • BS in MIS/CS or related field OR Equivalent experience

  • 6+ years of IT Support experience in application support and maintenance including 2+ years in a leadership role

  • Technical skills required to triage issues across multiple tiers and diverse technologies including external partners whose technology is part of FH systems

  • Strong understanding of Software Development Lifecycle; Experience with all phases of a SDLC

  • Ability to interact with users and translate needs into maintainable configurations and code fixes

  • Ability to effectively communicate client issues to the offshore development team

  • Ability to interface well with the business and technology staff

  • Experience in developing/supporting applications and change control practices

  • Experience partnering with external service providers on the delivery of IT services

  • Working cross-functionally with all departments to meet SLAs and customer satisfaction requirements

  • Working with other leaders to manage escalations, patches etc.

  • Working with an off-shore team on effective and timely patch delivery

  • Experience in working with the on shore/ off shore development paradigm

  • Ability to support the Program Management and Platform Operations teams as required

  • Proven customer service excellence; the ability to successfully build strong working relationships with customers and staff

  • Demonstrated commitment to quality

  • Experience in a Help Desk or Service Desk environment highly desirable

  • ITIL Foundation certified

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.

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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