Philips Escalation Manager in United States of America - Home Based, Massachusetts

Escalation Manager to help manage the Systematic Problems

Customer Escalation Manager

In this role, you have the opportunity to assess, plan and lead resolutions of critical customer escalated situations resulting from issues of all types that materially impact the successful use of Philips solutions.

You are responsible for

  • Serve as point of escalation (single point of contact) for client and internally

  • Align customer and Philips expectations according to realistic escalation remedy outcomes

  • Create realistic and achievable strategic recovery plans

  • Provide leadership and managerial direction for escalation plans

  • Communicate business and technical status to customers and internal Philips on the progress of resolution

  • Drive escalations to resolution in a timely manner

  • Track and report through resolution identified corrective actions

You are a part of a small impactful team with strong influence throughout the organization. This team supports Philips Healthcare Informatics, Solutions & Services (HISS) division and their customers. This position is remote, based from a home office anywhere in the western Unites States. and reports directly to the Escalations director.

To succeed in this role, you should have the following skills and experience

  • Bachelor degree in Computer Science or Engineering and / or MBA preferred or equivalent experience

  • 8 plus years of customer facing experience in a combination of technical and account management

  • Demonstrated leadership in crisis management situations

  • Strong troubleshooting skills across/between complex solution components from multiple parties

  • Ability to build effective relationships, both internally and with Philips clients

  • Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster open dialog

  • Maintain an in-depth knowledge of the HISS products and services, policies and procedures related to service and organization such that effective escalation planning is possible

  • Prior experience with large, complex project implementations

  • Candidates need to possess the ability to impact and influence customers and partners with a high degree of autonomy, energy, flexibility and the drive to create measurable results

In return, we offer you an opportunity to leverage resources collaboratively as needed from across Philips including services, business units, marketing, product management, sales, R&D and others to return customers to stable use of Philips solutions. The Escalation Manager facilitates communication between Philips and Customers and to Philips management. The Escalation Manager provides feedback on escalation root cause as an input to product, process, tools and other improvements.

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

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at on our career website, where you can read stories from our employee blog at . Once there, you can also learn about our recruitment process at , or find answers to some of the frequently asked questions at .

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.