Job Description

Job Title

Technical Support Manager

Technical Support Manager

Lead a team of technical support professionals responsible for resolving complex customer issues, managing critical escalations, and delivering exceptional support outcomes for Philips Healthcare Informatics solutions. This is a hands-on technical leadership role, requiring a leader who stays close to the details, mentors and challenges the team, and uses AI, automation, and strong troubleshooting discipline to improve customer outcomes.

Your role:

• Lead, coach, mentor, and challenge a high-performing team of Support Engineers/technical support experts, helping employees perform at their best while maintaining strong ownership of technical details and customer outcomes.
• Act as a hands-on technical leader for complex Healthcare Informatics support issues.
• Oversee critical customer escalations, ensuring advanced troubleshooting, evidence-based issue isolation, timely resolution, effective stakeholder communication, and excellent customer outcomes.
• Lead root cause investigations and corrective actions, ensuring lessons learned are translated into sustainable product, process, and support improvements.
• Own bug- and hot-fix-related support situations from a customer-impact perspective, including identifying whether an issue is likely to be a product defect, assessing severity and customer impact, aligning with R&D, and following through until a permanent solution is delivered.
• Provide or guide temporary customer workarounds where possible, applying creativity, technical understanding, AI, and automation to reduce customer disruption while longer-term fixes are progressed.
• Partner closely with customers, Field Service, Product Management, Quality, R&D, and regional support teams to resolve complex technical challenges and drive customer success.
• Drive continuous improvement across support operations, including service quality, knowledge management, escalation processes, operational efficiency, and practical adoption of AI and automation tools for diagnostics, troubleshooting, workaround identification, and support excellence.
• Build an inclusive, collaborative, and accountable culture that promotes ownership, innovation, continuous learning, and employee engagement.
• Shape the future of support operations while helping healthcare organizations deliver better patient care through innovative technology.

You're the right fit if:

• Bachelor’s or Master’s degree in Engineering, Computer Science, Information Technology, Biomedical Engineering, Medical Informatics, or a related discipline.
• 10+ years of experience in Technical Support, Customer Support, Healthcare IT, Enterprise Software Support, Information Technology, or a related field.
• 3+ years of people leadership experience, with a proven track record of building, coaching, mentoring, challenging, developing, and motivating high-performing technical or customer-facing teams.
• Proven experience supporting complex, enterprise-grade, mission-critical customer environments or systems, ideally with highly demanding Tier 1 customers where availability, recovery, scalability, and service continuity are critical.
• Demonstrated ability to foster accountability, collaboration, continuous improvement, and employee engagement.
• Experience managing complex customer escalations, including bug- and hot-fix-related situations, driving cross-functional problem resolution with R&D, and delivering operational excellence in a global environment.
• Solid understanding of software development lifecycle principles, with the ability to determine whether a customer issue may be a software defect, articulate technical impact, and collaborate effectively with engineering teams on permanent resolutions.
• Proven hands-on experience using AI and automation tools.
• Strong stakeholder management, analytical, and problem-solving skills.
• Fluency in English, both verbal and written, and strong communication skills.
• Hands-on experience with Healthcare Informatics or medical imaging software support, ideally including VUE PACS is an advantage.

Compensation & benefits

Doing meaningful work should come with fair, transparent rewards. We determine pay within the range using objective factors, such as the skills the role requires, your relevant experience, and the level of responsibility you will have in this role, alongside internal equity and local market considerations.

This role is eligible for a bonus, with rewards linked to KPIs and company results. We will share the full approach and additional benefits with you during the interview process, so you can make a clear, informed decision.

How we work together

We believe we are better together than apart. For our office-based teams, this means working in person at least three days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively performed outside of the company’s main facilities, generally at customers’ or suppliers’ locations.

This role is an office-based role.

This role is not open to relocation.

About Philips

Are you ready to do the work of your life to help the lives of others? Learn more about our business, discover our rich and exciting history and 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

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