Supervisor, Technical Support (Remote-Based, USA)

Philips

70d • $84,000 - $157,000

About The Position

As a Technical Support Supervisor at Philips, you will enhance Philips support to be the industry leader in medical device services, driving customer loyalty and repeat business, while leading a team of advanced engineers to provide exceptional solution management to our healthcare partners. Your role: Manage a 15 team of engineers to deliver effective solutions focusing on patient safety, quality, accuracy, and communication. Achieve operational targets such as Applied Time/Utilization, Service Level, Remote Resolution, Net Promoter Score, Aged Work Orders, and Employee Engagement. Oversee staffing, training, onboarding, and ongoing development of staff. Handle workforce management, payroll, expenses, employee time off, and operational KPIs. Implement people performance management, salary planning, annual budget planning, and maintain readiness for 24x7 customer escalations through lean principles and continuous improvement.

Requirements

• 5+ years of experience in a technical or clinical role in MedTech.
• Extensive organizational, communication, leadership, and customer service skills.
• Ability to work in a deadline-driven environment.
• Bachelor's / Master's Degree in Health Science, Architecture, Engineering, Business Management or equivalent.
• Ability to successfully perform the minimum physical, cognitive, and environmental job requirements with or without accommodation.

Nice To Haves

• Strong capabilities in people development.
• Experience in managing technical support teams.

Responsibilities

• Manage a team of 15 engineers to deliver effective solutions focusing on patient safety, quality, accuracy, and communication.
• Achieve operational targets such as Applied Time/Utilization, Service Level, Remote Resolution, Net Promoter Score, Aged Work Orders, and Employee Engagement.
• Oversee staffing, training, onboarding, and ongoing development of staff.
• Handle workforce management, payroll, expenses, employee time off, and operational KPIs.
• Implement people performance management, salary planning, annual budget planning, and maintain readiness for 24x7 customer escalations.

Benefits

• Generous PTO
• 401k (up to 7% match)
• HSA (with company contribution)
• Stock purchase plan
• Education reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees