Philips Technical Support Team Lead in Health Suite Digital Platform in Eindhoven, Netherlands

In this role you have the opportunity to

As Technical Support Team Lead in Health Suite Digital Platform (HSDP), you will collaborate closely with our clients across the globe and work alongside with the Philips HSDP Support Engineers and Program Managers. If you are passionate about customer and software excellence, love thinking outside the box and using your creativity to find solutions, Philips might have the opportunity you are looking for!

You are responsible for

As Technical Support Team Lead in Health Suite Digital Platform you will act as the lead point of contact partnering 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 focus lies on customer service as well as mentoring – whilst ensuring that SLA’s are met or exceeded. In more detail, you will:

  • Identify improvement opportunities, address escalated issues and ensure the delivery of timely resolution to customers;

  • Mentor Technical Support Specialists and Analysts and acting on behalf of the HSDP management (identify development needs of team members, set work priorities, demonstrate leadership stature and act as an agent for change);

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

  • Work with external service providers to monitor volumes of calls, emails, trouble tickets and escalations and balance workload as needed to support attainment of operational goals;

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

You are a part of

The HSDP Support Operations Team – being predominantly based in the US – is a highly motivated and customer-focused team. You will be based in Eindhoven, High Tech Campus and report into the US-based Senior Manager, Support Operations.

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

  • Bachelor degree in Computer Science or related field;

  • At least 6 years of IT Support experience in application support and maintenance – of which preferably 2 years in a leadership role;

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

  • Strong understanding of the Software Development Lifecycle as well as the technical skills required to triage issues across multiple tiers and diverse technologies;

  • Prior experience with SCRUM/Agile methodologies would be highly desirable as well as working with offshore development teams;

  • Self-starter with high problem-solving ability and strong communication skills.

In return we offer you

  • A competitive salary package incl. a variable bonus - based on Philips' results and personal performance;

  • A holiday allowance of 25 days per year and the option to purchase up to 20 extra days annually;

  • An extensive set of tools to drive your career, including a personal development budget, free training and coaching;

  • A healthy work-life balance.

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 .

In this role you have the opportunity to

As Technical Support Team Lead in Health Suite Digital Platform (HSDP), you will collaborate closely with our clients across the globe and work alongside with the Philips HSDP Support Engineers and Program Managers. If you are passionate about customer and software excellence, love thinking outside the box and using your creativity to find solutions, Philips might have the opportunity you are looking for!

You are responsible for

As Technical Support Team Lead in Health Suite Digital Platform you will act as the lead point of contact partnering 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 focus lies on customer service as well as mentoring – whilst ensuring that SLA’s are met or exceeded. In more detail, you will:

  • Identify improvement opportunities, address escalated issues and ensure the delivery of timely resolution to customers;

  • Mentor Technical Support Specialists and Analysts and acting on behalf of the HSDP management (identify development needs of team members, set work priorities, demonstrate leadership stature and act as an agent for change);

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

  • Work with external service providers to monitor volumes of calls, emails, trouble tickets and escalations and balance workload as needed to support attainment of operational goals;

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

You are a part of

The HSDP Support Operations Team – being predominantly based in the US – is a highly motivated and customer-focused team. You will be based in Eindhoven, High Tech Campus and report into the US-based Senior Manager, Support Operations.

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

  • Bachelor degree in Computer Science or related field;

  • At least 6 years of IT Support experience in application support and maintenance – of which preferably 2 years in a leadership role;

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

  • Strong understanding of the Software Development Lifecycle as well as the technical skills required to triage issues across multiple tiers and diverse technologies;

  • Prior experience with SCRUM/Agile methodologies would be highly desirable as well as working with offshore development teams;

  • Self-starter with high problem-solving ability and strong communication skills.

In return we offer you

  • A competitive salary package incl. a variable bonus - based on Philips' results and personal performance;

  • A holiday allowance of 25 days per year and the option to purchase up to 20 extra days annually;

  • An extensive set of tools to drive your career, including a personal development budget, free training and coaching;

  • A healthy work-life balance.

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 .