Philips

Technical Support Specialist Lead – H&AM DACH

Philips

full-time

Posted on:

Location Type: Remote

Location: Germany

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Job Level

Senior

About the role

  • You will lead a dedicated team and promote close collaboration to achieve strong results together.
  • Overall responsibility for ensuring the performance of the Remote Services and technical escalation management for the respective modality while adhering to Q&R-relevant processes and guidelines as well as customer satisfaction.
  • Responsible for cost management of associated products and systems.
  • Continuous coaching and development of RSEs and TSS to ensure professional support for customers, colleagues, and modality-related processes.
  • Entry point for all strategic remote-related customer inquiries & responsible for the technical escalation management of the associated modality(ies).
  • Implementation and, if necessary, localization of global and/or local remote initiatives.
  • Lead and coordinate remote projects within the modality(ies).

Requirements

  • Extensive experience in the cluster's technical business, e.g., in Remote Service.
  • Strong stakeholder management skills and a professional demeanor both internally and externally.
  • Experience in people leadership and motivation.
  • Strong communication skills.
  • Experience managing transformations.
  • Process-oriented mindset.
  • Team player.
  • Solid knowledge of LEAN principles.
  • Strong analytical skills (e.g., experience working with analytics).
  • Very confident user of Excel (e.g., PivotTables, Macros, formulas) as well as common service analysis tools (e.g., QlikView, ServiceMax Reports).
Benefits
  • Attractive non-tariff compensation.
  • Annual leave: 30 days.
  • Mobility: subsidized Germany public transport ticket, leasing options for private use (bikes, cars, smartphones, …).
  • Philips University & Philips in Balance: various offerings in health as well as professional and personal development.
  • Philips Pension Fund: employer-funded retirement benefits.
  • Paid partner leave: 2 weeks paid time for partners in connection with the birth of a child.
  • Philips MyShop: discounted Philips products.
  • Culture: informal ‘du’ culture, one paid day for volunteering, various team/culture activities (on sustainability, diversity, …), etc.
  • Company car with option for private use (1% taxation).

Applicant Tracking System Keywords

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

Hard skills
Remote ServiceLEAN principlesanalyticsExcelPivotTablesMacrosformulasQlikViewServiceMax Reports
Soft skills
stakeholder managementpeople leadershipmotivationcommunicationprocess-oriented mindsetteam playeranalytical skills