Job Description

Job Title

Service Operations Manager

Service Operations Manager – Vue Service Desk

The Manager, Technical Support L1, will lead the technical support team for Vue PACs customers for International region. The customer base includes some of the largest health systems in North America. This position will manage the day-to-day operations of delivering exceptional technical support. This position will ensure our customers are receiving the highest levels of service and support, while driving business goals. This position will focus on optimizing people, processes, and tools to ensure customer intimacy while delivering business results. This role will focus on building the current team’s skills and capability to meet the company’s growth plans. This role will guide and grow the technical support team as well as manage and triage all critical issues. This position plays a critical role in optimizing how we provide first level support (tools, processes, systems) to provide the highest quality responses and issue resolution. This individual should be driven with proven leadership capabilities enabling your team to achieve world-class levels of customer satisfaction.

You are responsible for:

• Leading a large team of L1 support engineers to provide prompt and complete resolution of technical challenges and business issues.
• Lesioning and working closely with the Global Support team, R&D Product Teams, Implementations of day-to-day issues and cross-functional initiatives:
• Responsible to provide report and service recovery plans for all escalations (internal and external stakeholders)
• Maintaining and improving the individual performance levels of a team to ensure targets are met.
• Accountable for all technical service recovery and restoration plans.
• Collaborating with other team managers to ensure efficient and effective coverage of hours and skills.
• Managing cases and ensuring outstanding customer service levels are being exceeded.
• Responsible for overall satisfaction of all customers within your zone
• Advocating for customers and define ways to continually add value to the customer experience.
• Being the escalation point for key stakeholders regarding customer support-related issues.
• Leading calls with internal/external stakeholders to review status and updates.

• Identify and drive areas of process improvement, including by 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.
• Developing and maintaining Support procedures and policies.
• 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.

• Coaching and training the team.
• Responsible for the team’s key performance indicators.
• Accountable to report out health of region and customers weekly.
• Setting team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
• Ensuring that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
• Representing the North America Region on cross-organizational teams to deliver on organizational objectives.
• Managing key processes including FAQ analysis, case reviews, and customer feedback analysis.

Qualifications

• 5+ years providing technical support to large enterprise customers, preferably in healthcare information technology.
• 3+ years managing people with proven experience, managing performance and developing members of the team.
• Technical knowledge in one or more the following areas: Service Call Center, Technical Support, Medical Device Support, Clinical Informatics

You are a part of

The Philips Imaging Informatics Business Unit provides a comprehensive solution for medical image storage and enterprise distribution. Our Software as a Service solution stores images for millions of patients across hundreds of hospitals around the country and helps clinicians acquire, analyze, and interpret clinical data so they have the care-specific information they need to make informed decisions with confidence. You will join the Support Organization responsible for supporting and monitoring the software.

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
Onsite roles require full-time presence in the company’s facilities.
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.
Indicate if this role is an office/field/onsite role.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
• Learn more about our business
• Discover our rich and exciting history
• Learn more about our purpose
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here