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Job Information

Philips IT Service Support Manager - (Healthcare IT) in Eindhoven, Netherlands


In this role, you have the opportunity to

The Philips Enterprise Diagnostic Informatics Business provides a comprehensive solution for medical image workflow, storage and distribution. Our Software as a Service solution stores images for millions of patients across hundreds of hospitals around the Globe and helps clinicians acquire, analyze, share and interpret clinical data so they have the care-specific information they need to make informed decisions with confidence.

The Senior Manager Services Center is responsible for managing (virtual) multiple teams consisting of Senior Technical Consultants, Integration consultants (20 people) who provides services and 2nd line Support to Market organizations in the International markets. You will drive our business goals by ensuring our customers (markets) receive the highest level of service and support.

The Services team is also managing First of a Kind deployments as part of a New Product Introductions (NPI). Act as an Expert Center for onboarding new IT solutions and businesses and hand over knowledge to market organization to enable full deployment when they scale-up.

You are responsible for

  • Serve as a manager, mentor, knowledge resource, and escalation point for Service and support employees; Build credibility and trust within the support group.

  • Advocate for customers and define ways to continually add value to the customer experience.

  • Manage and ensure outstanding customer service levels are met and preferably exceeded

  • Responsible for overall satisfaction of all customers that rely on the Central Service desk

  • Direct people and management responsibility for Technical- and Integration Consultant teams.

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

  • Work with other team managers to ensure efficiency and effectiveness (Skills, capabilities, resources)

  • Responsible for the team’s key performance indicators

  • Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.

  • Develop and maintain Support methodologies, procedures and policies.

  • Identify and drive areas of process improvement, including but 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

  • Be part of Manager on call schedule to provide 24x7 Global escalation assistance

  • Escalation point for key stakeholders regarding customer support related issues

  • Responsible to provide and report outs on management escalations (internal and external stake holders) and accountable to provide service recovery plans

  • Lead First of a Kind implementations as an expert center and hand over to markets

  • Liaise and work closely with the following:

  • Global support Management team and Market Success Leaders

  • Product management, Third-party management, Sales and Account teams

You are a part of

Services Center Manager should be driven with proven leadership capabilities enabling your team to achieve world-class levels of customer satisfaction. This role will guide and grow the Service and support team as well manage and triage all critical issues.

Services Center Manager will review leadership objectives to drive and adapt the most optimal operation. Involved in developing, modifying and executing following the company policies that affect operations including ones that may have a company-wide effect.

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

  • 5+ years managing Healthcare IT software solutions and/or technical support team

  • A proven track record of working in a matrixed organization successfully collaborating with departments across the organization.

  • Technical and/or Project management background, skills and experience in Healthcare Software solutions.

  • Proven track record in leading multi-disciplinary teams

  • Understanding of the clinical environment and workflow a plus.

  • Excellent written and verbal communication skills.

  • ITIL understanding and/or certification is a plus.

  • Ability to understand and escalate issues efficiently and appropriately.

  • Demonstrated strong work ethic and advanced organizational skills.

  • Ability to develop and deliver creative business solutions for complex problems.

  • Ability to effectively work with tight schedules and fast paced environment.

  • Ability to attract, hire and retain high-performing support professionals

  • Ability to develop and deliver creative business solutions for complex problems.

In return, we offer you

We believe: We’re strong only when you are. We understand that work is only one part of your life. It’s why we offer a variety of innovative benefits and health programs to help you strong mentally and physically as you perform at work, and also manage life’s unexpected moments.

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 . 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 on our career website, where you can read stories from our employee blog . Once there,you can also learn about our recruitment process , or find answers to some of the frequently asked questions .