Manager Remote Clinical Support

Job Title

Manager Remote Clinical Support

Job Description

Manager Remote Clinical Support

The Manager Remote Clinical Support manages a contact center cross modality department providing operational and business process support to improve the customer experience with Philips Imaging Systems equipment. Through advancing remote service processes and clinical proficiency of Remote Applications team members.  This role is instrumental in adding valuable system information/diagnostics which results in reduced system downtime for customers and increased productivity of company resources. Key to success is meeting customer response demands during stated operating hours.  Additionally, this role will manage adherence to standard work, metrics, and KPIs which provide consistent customer experience related to resolution of system issues.

Your role:

• Manage contact center departments that provide operational/business process support to internal and external customers for company products and services.
• Defines the short-term (1 year) policy within the constraints of the overall strategy. Leads the department, its related processes and staff, to world-class performance.  
• Arrange programs, projects, goals, and metrics to lead the department. Specifies the conditions for lowering costs and improving performance. 
• Acts, draws up a package of measures, evaluates the alternatives and their consequences and gives advice to higher management in the event that priorities have to be set. 
• Is contact center profit and loss responsible.

You are a part of

This role is instrumental in adding valuable Remote Clinical Support which results in reduced system downtime for customers and increased productivity of company resources. Key to success is meeting customer response demands during stated operating hours.  Additionally, this role will manage adherence to standard work which provides consistent customer experience related to resolution of system issues.

You're the right fit if:

• You have a Bachelor's  Degree OR Minimum 1+ years of experience with Master's in areas such as Service Delivery, Service Operations or equivalent
• 2 years’ experience in a Remote Clinical Support Role preferred
• Minimum 5 years’ experience in one of the 6 focused modalities: AMI. CT, DXR, IGT, MR, & UL
• Individuals should be able to illustrate a basic understanding of Clinical use models in all 6 modalities: AMI. CT, DXR, IGT, MR, & UL
• Experience in Customer Services or Customer Relations
• Excellent clinical product knowledge in focused modality
• Prior supervisory experience of direct reports including influencing & coaching
• Travel will be determined according to business requirements
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

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 a Field 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 culture.

Philips Transparency Details

• The annual pay range for this position in AL, AZ, AR, CO, FL, GA, IA, IN, IL, ID, KS, KY, LA, ME, MI, MS, MO, MT, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY is $90,000.00 to $143,000.00.
• The annual pay for range for this position in AK, DE, HI, MD, MN, RI is $95,000.00 to $150,000.00.
• The annual pay for range for this position in CA, CT, DC, MA, NJ, NY, WA is $101,000.00 to $160,000.00.

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.

Company relocation benefits will not be provided for this position.  For this position, you must reside within the United States.

#LI-PH1

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 including Disability/Vets and maintains a drug-free workplace.