Sr Manager Support
Philips
Cambridge
7h ago

Job Description

Senior Manager of Informatics Support

In this role, you have the opportunity to be at the center of innovation that builds and maintains an optimal Customer Experience for Philips Genomics products.

As a key member of the Global Support Team you will be involved in building a strong team develop and continuously improve technical content and commercial processes to ensure that Philips Customers are successful beyond their expectations.

You are responsible for :

  • Lead, guide & grow a technical support team
  • Handle & oversee the most critical, escalated issues
  • Driving customer satisfaction through a great customer service experience
  • Maintain and improve individual performance levels of team to ensure targets are met / exceeded
  • Liaise and work closely with the following : Global support teams & leadersClinical community leaders & membersTier 2 / 3 support teamsProduct management teamsAccount executive teamsResearch & DevelopmentImplementation teams
  • Identify and drive areas of process improvement within the Genomics / Oncology Informatics support team, including by not limited to : envisioning and building new monitoring and / or reporting tools, creating or improving existing policies / procedures, as well as developing improved support practices
  • Suggest to senior service leadership strategies and methods of improvement for daily operational practices of the team
  • Be the Voice of the Customer. Distill, quantify and actively represent Customer feedback to internal teams. Use your Customer Perspective to advocate for the User Experience while serving as a member of core product development teams.
  • Configures or manages the configuration of Philips genomics and precision oncology solutions to accommodate clinical and / or operational workflow in the customer’s environment.
  • You are a part of the Genomics / Oncology Informatics support team. This role reports to the Senior Director of Philips Healthcare Informatics Order to Cash (O2C).

    The O2C portfolio comprises of a number of deployment programs that are part of the Accelerate! initiative. Each of the programs in O2C play a key role in driving a roadmap to Philips leadership in HealthTech by :

  • Improving our operational performance.
  • Better serving our customers and consumers.
  • Enabling growth both organically as well as allow better integration of non-organic growth.
  • Putting a foundation in place that positions Philips to win across the Health Continuum.
  • To succeed in this role, you should have the following skills and experience

  • Bachelor’s Degree required.
  • Relevant Master’s degree in Genomics, Molecular Genetics or related field preferred.
  • Prefers experience in Genomics, Molecular Pathology, Oncology.
  • Experience in a medical devices / SaaS company is highly preferred.
  • Requires at least 3 years’ experience leading people
  • Extensive knowledge of clinical workflow, specific to the domain : Molecular Pathology : understanding of NGS workflow in pathology labs, ideally understand molecular testing.
  • SaaS Experience : experience in driving success of SaaS solution is a must.Genome Informatics and Bioinformatics : understanding of bioinformatics analysis process and clinical genomics terminology (oncology)Oncology : Understanding of medical oncology terminology and basic oncologist workflowIT Integration experience : understanding of IT system interfaces

  • Outstanding customer service skills, able to identify customer needs quickly, accommodate customers’ social style and meet their practical and emotional needs.
  • Experience using call center technology, such as CRM, is a plus.
  • US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
  • In return, we offer you

    At Philips, we are driven by our mission to improve the lives of 3 billion people per year by 2025, and every day we move closer to achieving our goal by creating cutting-

    edge solutions that lead to confident diagnosis, improved care, and increased quality of life for patients. Named one of the Top 50 Happiest Companies in America in 2013, we enable our employees to create a legacy in life through their work and support their development through people centric learning, total rewards and personalized development planning programs.

    Why should you join Philips?

    Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum.

    Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

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