North America Software Support Leader (Director), Radiology Informatics

Job Title

Job Description

Strategic, Senior Software Support Leader for the North America Region, responsible to guide the organization through the transformation to the cloud, while protecting the existing install base, improving customer experience, and driving employee growth. 

Your role:

• Lead the North America Support Organization to foster a Customer First culture, managing a large geographically dispersed team of Incident and Problem Management engineers to resolve regional issues swiftly and improve quality and productivity. Plan, direct, coordinate, and execute recovery plans while ensuring exceptional customer communication and managing escalated cases.
• Provide executive-level reports complete with demand/capacity planning, customer satisfaction performance, and both internal and external service recovery plans. Constantly seek ways to enhance quality and gain operational leverage.
• Partner with Market Professional Services Implementation leads and Sales leaders to support market growth. Lead calls with top-tier customers and stakeholders to review status updates and provide prompt resolution of technical challenges until issues are closed or transitioned.
• Collaborate with global counterparts to ensure efficient coverage of hours and skills. Strengthen alignment and service performance levels between the North and Latin America regions, and coordinate with Global Problem Management, Engineering, Product Management, and third-party teams to resolve complex issues effectively.
• Develop leaders and team members, fostering effective leadership and competencies for the future. Periodically work with Account Executive teams on issue reviews, case volumes, escalated technical issues, and product roadmap changes; provide closed-loop feedback to peers and Business Unit leadership to ensure system features and issues are incorporated into future plans as we evolve to a cloud-native product portfolio.

You're the right fit if:

• You’ve acquired 10+ years of experience in managing Diagnostic Imaging customer support or services organizations of >100 people. 
• Your skills include leadership in a technical medical device environment, ability to motivate, lead, and develop a large geographically dispersed team, and work with peers across the organization to ensure functional boundaries do not get in the way of customer experience.
• You have a Bachelor’s degree or the equivalent in Computer Science or Engineering or related field, preferably a Master’s Degree. 
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• You must be able to:
  • Travel up to 15%.
• You’re a self-starter, a problem solver, with a keen desire to win. You have a high level of experience with interpersonal relationships, the ability to communicate both written and verbal, and the ability to present and gain acceptance for a comprehensive strategy. The ability to manage in a matrixed environment with minimal direction is required.

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.

This is an office 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 improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our commitment to diversity and inclusion.

Philips Transparency Details

The pay range for this position in Cambridge, MA is $147,000 to $252,000.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.    

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

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This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.