Reporting to the SVP, Philips is currently looking for a Customer Services Leader within our Patient Care and Monitoring Solutions (PCMS) team. In this role, you will design, create, and implement a service delivery strategy to support the implementation and support of our PCMS products and solutions in changing Healthcare landscapes. You will also position the Services and Support strategy and organization to respond to market requirements and implement initiatives to support the integral PCMS business strategies.
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• Build and lead best in class customer service and technical support organization in complex and changing Healthcare IT/Clinical Solutions landscapes while teaming with Sales to develop strategies for new markets, customers and services to ensure Philips is an effective long-term competitor. Provide the business leadership, direction, inspiration and motivation for a geographically distributed team to deliver excellent customer experience. Deploy enhanced service models that enable growth and higher levels of customer success. Lead an organization focused on results, with transparency in service delivery metrics, a continuous improvement culture and achieve the best in class operational performance.
• Drive continuous improvement of implementation and support capability through methodologies, workforce improvements, tools and automation. Collaborate with PCMS Business Units, Business Group PCMS Services, Healthcare Informatics Solutions and Services Software Customer Services Business Unit and the Services SVAL (enabling functions for Philips) to enhance service strategies and solutions that improve supportability and customer satisfaction.
• Champion the development and execution of the strategic plan and tactical initiatives to maximize customer experience and growth while optimizing profitability. Develop the strategic plans to achieve annual revenue targets and grow revenue from core business, value added services and new areas.
• Oversee processes to implement and manage marketing programs and promotions for Service products within North America to achieve and exceed targets. Responsible for customer satisfaction and maintaining and further enhancing the image of Philips Customer Services in the marketplace. Adhere to ethical standards and compliance with applicable laws that are critical to the medical device industry.
Your Team:
As the PCMS Customer Services Leader, you will manage an annual operating budget of over $50 million as well as lead a nationwide team of over 300 people. You will provide strong leadership to the organization by communicating vision, strategy and objectives as well as build an empowered, effective, world-class service organization which encourages open communication, sharing of ideas and best practices.
Our Offer:
We offer you a dynamic working environment in an innovative business which offers you excellent opportunities to further develop and to fully exploit your talents. This role will ideally be based in Alpharetta, GA although can be based remotely within the U.S. This job comes with a competitive salary and excellent benefits.
We are looking for:
• Bachelor’s degree; MBA preferred.
• 10+ years’ experience in IT/clinical solutions industries
• 10+ years of successful leadership and execution in pre and post sales technical support management with a focus on increasing revenue and operational excellence.
• Strong record of building and leading multi-tiered technical that provide solution design, implementation support and post implementation support product support in enterprise IT/clinical infrastructure environments
• Demonstrated success in leading major change initiatives. Personal commitment to change through action and words, ability to mobilize other to support change through times of uncertainty.
• Demonstrated experience in the transformation from a “box business” to a solution.
• Proven ability to develop, coach and mentor managers on the mission, vision, goals and performance standards
• Outstanding operating and execution skills with a strong business process-oriented mindset.
• Experienced in developing and implementing strategic initiatives to generate growth in revenue. Can create competitive, innovative, and breakthrough strategies and plans.
• Expertise in optimizing performance within a matrix management structure
• Effectively manage numerous business issues at a broad conceptual level and tolerate ambiguity.
• Exceptional customer relationship skills
• Proven ability to interface with customers at a strategic level and successfully address difficult issues while always maintaining a strong partnership with customer.
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