Sr. Mgr., Technical Support Job Listing at Philips North America in Foster City, CA

The Senior Manager, Technical Support oversees the management of the West Zone Xcelera team within the Global Customer Care Organization.  Managing a team of Technical Support Engineers of varying levels, monitors and ensures support is consistently delivered within service level agreements and quality standards. 

Responsibilities:
-        Drive team goals for call, ticket and quality performance
-        Maintain individual team metrics and use results to develop individuals and drive team performance
-        Provide monthly reporting on key metrics 
-        Plan for team's success and manage the team in a manner that delivers customer satisfaction and employee engagement
-        Communicate regularly with staff through group meetings and individual sessions, ensure issues/input from team is listened to and that company/department strategy/goals/decisions are communicated consistently and in a timely manner.
-        Partner closely with peers, building cooperation and coordination of teams and functions to ensure a customer focused view is taken at all times.
-        Manage employee performance and team productivity.
-        Handle complex or difficult customer issues and escalations through to resolution or further escalates as required.

Qualifications:

Bachelor's degree or equivalent in related field.
Minimum 10 years related experience (i.e. technical support)
Experience in clinical and/or health care applications preferred.
Experience servicing and/or supporting Medical or IT equipment.
Ability to handle multiple simultaneous demands and prioritize work.
The ability to contribute towards facilitating positive change in a dynamic environment, act as a change agent.

Philips is an Equal Opportunity Employer