Philips Product Support Manager - (Medical Device) in Andover, Massachusetts

Product Support Manager – (Medical Device)

In this role, you have the opportunity to

Help build a high growth business that will help improve the lives of millions of people while advancing Philips journey as a global leader in Health Technology.

We challenge you to support Philips Healthcare as a Senior Product Support Engineer within our Value Segment Solutions (VSS) team. This multi-faceted, fast-paced position is responsible for providing technical assistance to worldwide service and sales personnel, monitoring product reliability and performance data, championing customers, service and support needs within the manufacturing facility, and driving continuous improvement of products, service and support strategies. This position is in the exciting and growing field of Diagnostic ECG. This position will be focused but not limited to Stress and Holter solutions.

You are responsible for

  • The Product Support Manager is responsible for all support aspects of a product throughout the entire product lifecycle; in particular s/he will be responsible to :

  • Lead VSS NPI ‘s activities and collaborate with all PSEs, Product managers and PCMS services to develops and implements product and product family support and delivery strategies tailored to VSS customers

  • Generate Product Support Plan for each product he/she is responsible for;

  • Gather competitive , industry /segment serviceability requirements in order to help develop VSS low cost framework.

  • Perform service training to the field service reps

  • Ensures technical inter-operability and successful implementation of support strategies.

  • establish training procedures for service reps and technicians

  • Give technical support to internal and external customers

  • Follow technical issues with products and manage the fix of problems

  • Provide service communication and drive corrective actions in the field

  • Manage product’s End Of Support and End Of Life

  • Follow applicable Quality System procedures for all

Your Team

Value Segment Solutions (VSS) plays a unique role in the Philips Vision to improve the lives of over 3 Billion People. Access to affordable healthcare is one of the biggest challenges for governments and caregivers around the globe and the VSS team is focused on making this a reality. Our global teams provide products and solutions that serve customers in multiple care settings across the world. This position reports to the Director, Product Support Engineering.

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

The successful candidate will possess the following knowledge, skills education and experience:

  • Broad technical skills and Clinical knowledge of Medical products experience (respiration, ECG,IBP, NBP, Temp, CO, CO2)

  • Bachelor's degree in engineering, or equivalent education and experience

  • In a senior profile, Minimum 10+ years of experience in International Customer Service or leadership experience.

  • Must be able to influence product design, propose, champion, deploy innovative and profitable service or portfolio strategies

  • Excellent interpersonal skills

  • Excellent written and verbal English communication skills

  • Excellent customer satisfaction and teamwork skills

  • Excellent organizational skills and ability to be productive in an interrupt driven environment

  • Experience in working with international markets

  • Available for after hour calls to effectively communicate with other BIU sites ( 2-3 times a week)

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.

#LI-PH1

Product Support Manager – (Medical Device)

In this role, you have the opportunity to

Help build a high growth business that will help improve the lives of millions of people while advancing Philips journey as a global leader in Health Technology.

We challenge you to support Philips Healthcare as a Senior Product Support Engineer within our Value Segment Solutions (VSS) team. This multi-faceted, fast-paced position is responsible for providing technical assistance to worldwide service and sales personnel, monitoring product reliability and performance data, championing customers, service and support needs within the manufacturing facility, and driving continuous improvement of products, service and support strategies. This position is in the exciting and growing field of Diagnostic ECG. This position will be focused but not limited to Stress and Holter solutions.

You are responsible for

  • The Product Support Manager is responsible for all support aspects of a product throughout the entire product lifecycle; in particular s/he will be responsible to :

  • Lead VSS NPI ‘s activities and collaborate with all PSEs, Product managers and PCMS services to develops and implements product and product family support and delivery strategies tailored to VSS customers

  • Generate Product Support Plan for each product he/she is responsible for;

  • Gather competitive , industry /segment serviceability requirements in order to help develop VSS low cost framework.

  • Perform service training to the field service reps

  • Ensures technical inter-operability and successful implementation of support strategies.

  • establish training procedures for service reps and technicians

  • Give technical support to internal and external customers

  • Follow technical issues with products and manage the fix of problems

  • Provide service communication and drive corrective actions in the field

  • Manage product’s End Of Support and End Of Life

  • Follow applicable Quality System procedures for all

Your Team

Value Segment Solutions (VSS) plays a unique role in the Philips Vision to improve the lives of over 3 Billion People. Access to affordable healthcare is one of the biggest challenges for governments and caregivers around the globe and the VSS team is focused on making this a reality. Our global teams provide products and solutions that serve customers in multiple care settings across the world. This position reports to the Director, Product Support Engineering.

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

The successful candidate will possess the following knowledge, skills education and experience:

  • Broad technical skills and Clinical knowledge of Medical products experience (respiration, ECG,IBP, NBP, Temp, CO, CO2)

  • Bachelor's degree in engineering, or equivalent education and experience

  • In a senior profile, Minimum 10+ years of experience in International Customer Service or leadership experience.

  • Must be able to influence product design, propose, champion, deploy innovative and profitable service or portfolio strategies

  • Excellent interpersonal skills

  • Excellent written and verbal English communication skills

  • Excellent customer satisfaction and teamwork skills

  • Excellent organizational skills and ability to be productive in an interrupt driven environment

  • Experience in working with international markets

  • Available for after hour calls to effectively communicate with other BIU sites ( 2-3 times a week)

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.

#LI-PH1