Manager Remote Clinical Support

Overview

The Manager Remote Clinical Support leads a cross‑modality contact center that provides operational and business process support to improve customer experience with Philips Imaging Systems equipment. The role drives remote service processes, clinical proficiency, and system diagnostics to reduce downtime and increase productivity.

• Manage contact center departments that deliver operational/business process support to internal and external customers for Philips products and services.
• Define short‑term (1‑year) policy within the overall strategy and set goals, metrics, and programs to achieve world‑class performance.
• Lead the department, its processes and staff, ensuring adherence to standard work, metrics, and KPIs that provide a consistent customer experience.
• Act as contact‑center profit‑and‑loss responsible and advise higher management on prioritization and performance improvements.
• Meet customer response demands during stated operating hours and maintain standard work to resolve system issues consistently.

• Bachelor's Degree required;
  Master’s Degree in Service Delivery, Service Operations, or related field or 1+ years of experience in a remote clinical support role preferred.
• Minimum 5 years’ experience in one of the six focused modalities (AMI, CT, DXR, IGT, MR, UL) with a basic understanding of clinical use models.
• Experience in Customer Service or Customer Relations and excellent clinical product knowledge in the focused modality.
• Prior supervisory experience with direct reports, including influencing and coaching.
• Ability to travel as required by business needs.
• Physical, cognitive and environmental job requirements must be met with or without accommodation.

Annual pay range varies by state from $90,000 to $160,000, with additional incentives, bonuses, and long‑term incentives. Employees are eligible for a comprehensive benefits program including generous PTO, 401(k) with up to 7% match, HSA, stock purchase plan, education reimbursement, and more.

This is a field role. Field roles are typically performed at customers’ or suppliers’ locations outside the company’s main facilities.

Philips is an Equal Employment and Opportunity Employer, including Disability/Vets. We maintain a drug‑free workplace and provide reasonable accommodations for individuals in accordance with applicable federal and state laws.