Manager Remote Clinical Support

About the role

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.

Responsibilities

• 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.

Requirements

• A Bachelor's Degree OR Minimum 1+ years of experience with Master's in areas such as Service Delivery, Service Operations or equivalent
• Minimum 5 years’ experience in one of the 6 focused modalities: AMI. CT, DXR, IGT, MR, & UL
• Experience in Customer Services or Customer Relations
• Prior supervisory experience of direct reports including influencing & coaching
• Individuals should be able to illustrate a basic understanding of Clinical use models in all 6 modalities: AMI. CT, DXR, IGT, MR, & UL

Qualifications

• Must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

Skills

• Basic understanding of Clinical use models in all 6 modalities: AMI. CT, DXR, IGT, MR, & UL
• Excellent clinical product knowledge in focused modality

Benefits

Details about our benefits can be found here.

Pay

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.

Schedule

Field role. 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.