Philips

Technical Support Specialist Lead – H&AM DACH

Philips

full-time

Posted on:

Location Type: Office

Location: Hamburg • Germany

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Job Level

Senior

About the role

  • Lead a mid-sized team (approximately 10–15 employees)
  • Overall responsibility for ensuring the performance of Remote Services and for technical escalation management
  • Responsible for cost management of the related products and systems
  • Continuous coaching and development of RSEs and TSS (e.g., Remote Service Engineers and Technical Support Specialists)
  • Primary entry point for all strategic customer inquiries related to remote services
  • Implementation and, where necessary, localization of global and/or local remote initiatives
  • Lead and coordinate remote projects within the modality(ies)
  • Responsible for executing assigned processes and achieving the relevant operational KPIs

Requirements

  • Extensive experience in the cluster’s technical business (e.g., remote services)
  • Strong stakeholder management skills and a professional presence internally and externally
  • Experience in people leadership and employee motivation
  • Strong communication skills
  • Experience managing transformations/change programs
  • Process-oriented mindset
  • Team player
  • Solid knowledge of Lean principles
  • Strong analytical skills (e.g., experience working with analytics)
  • Highly proficient in Excel (e.g., pivot tables, macros, formulas) and familiar with common service analytics tools (e.g., QlikView, ServiceMax Reports)
Benefits
  • Attractive above-scale (non-tariff) compensation
  • Annual leave: 30 days
  • Mobility: subsidized Deutschlandticket (public transport pass), leasing options for personal use (bicycles, cars, smartphones, etc.)
  • Philips University & "Philips in Balance": a range of health, professional and personal development offerings
  • Philips pension fund: employer-funded retirement plan
  • Paid partner leave: 2 weeks paid time for partners in connection with the birth of a child
  • Philips MyShop: discounted Philips products
  • Culture: informal first-name culture, one paid day for volunteering, various team/culture initiatives (e.g., sustainability, diversity), etc.
  • Company car with option for private use (1% taxable benefit)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
remote servicescost managementKPI achievementLean principlesanalyticsExcelpivot tablesmacrosformulasservice analytics tools
Soft skills
stakeholder managementpeople leadershipemployee motivationcommunicationtransformation managementprocess-oriented mindsetteam playercoachingdevelopmentanalytical skills