548675 Technical Support Manager (Nashville, TN)
Lead and develop the technical support team to ensure high-quality customer service, operational efficiency, and continuous improvement in service delivery.
Your role:
Oversee the daily tasks of the Remote Support Engineers (RSEs), ensuring adherence to processes and efficient issue resolution.Maintain consistent communication with the team, providing coaching and feedback to optimize performance.Monitor and evaluate team performance using key metrics such as real-time PVC status, schedule adherence, quality monitoring, and process compliance.Research and resolve escalated customer dissatisfaction issues, ensuring prompt and effective solutions.Support hiring and onboarding initiatives to build a high-performing and customer-focused team.You're the right fit if:
You have 5+ years of experience in a technical or clinical role in HealthTech or Patient Monitoring (HPM) and 5+ years in customer service.You have proven leadership experience in call center management or a similar supervisory role.You have a Bachelor’s degree in a relevant field.You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.You’re an adaptable and results-driven leader who thrives in a fast-paced environment, possesses strong problem-solving skills, and can effectively collaborate with cross-functional teams to drive operational excellence.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 hybrid 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 TN is $76,475 to $131,100
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 in or within commuting distance to Nashville, TN.
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.