Manager, Customer Support

Job Title

Job Description

547750 Manager, Customer Support

As the Manager, Customer Support, you will lead and optimize a technical support team for Vue PACS customers, ensuring exceptional service, efficient issue resolution, and continuous improvement to drive customer satisfaction and business success.

Your role:

• As the Manager, Customer Support, you will lead the Level 1 Technical Support team for Vue PACS customers in a designated North American zone, ensuring the highest levels of service, issue resolution, and customer satisfaction for some of the largest healthcare systems.
• You will oversee day-to-day support operations, manage and triage critical issues, and implement strategies to optimize tools, processes, and team capabilities while driving business results.
• This role requires close collaboration with internal stakeholders, technical teams, and leadership to enhance support effectiveness, improve workflows, and ensure customer intimacy through high-quality responses and resolutions.
• With a strong focus on team development and continuous improvement, you will mentor and grow the technical support team, building skills and capabilities to align with the company’s growth strategy.
• This is a remote-based role with potential travel as needed to engage with key customers, team members, and leadership to enhance service delivery and operational efficiency.

You're the right fit if:

• You’ve acquired 3+ years of management experience leading a technical support team, overseeing day-to-day operations, and ensuring high-quality customer service.
• Your skills include team leadership, process optimization, issue resolution, and technical support best practices, with a focus on customer service excellence and workflow improvements.
• You have a Bachelor’s degree in a technical field or business (preferred) and a strong background in managing customer support operations.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• You’re an effective communicator and problem-solver, capable of managing critical issues, mentoring teams, and fostering a customer-first culture in a fast-paced environment.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is a remote-based role with 30% travel as needed.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our commitment to diversity and inclusion.

Philips Transparency Details

The pay range for this position in AZ, AR, ID, IA, KS, KY, LA, ME, MS, MO, MT, NE, NM, OK, SC, SD, TN, UT, WY is $76,475 to $131100 per year. 

The pay range for this position in AL, CO, DE, FL, GA, HI, IL, IN, MI, MN, NV, NH, NC, ND, OH, OR, PA, TX, VT, VA, WI, WY is $80,500 to $138,00 per year. 

The pay range for this position in AK, MD, NY, RI, WA is $84,525 to $144,900 per year. 

The pay range for this position in CA, CT, MA, NJ, DC is $90,160 to $154,560 per year. 

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.   

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.