Philips Director, BU Patient Care Analytics (PCA) Services in Andover, Massachusetts


In this role, you have the opportunity to

To apply your existing healthcare experience, in software and professional services, to transform and develop our customer services to deliver maximum value for our customers and for Philips, while positively impacting the future of patient care? Are you ready to be an active participant in shaping the future of our BU Patient Care Analytics (PCA) strategy?

You are responsible for

As Director, BU Patient Care Analytics (PCA) Services you will have the following areas of responsibility:

Strategy and Business development:

  • You will be responsible to develop the services strategy of the Business Unit (BU), an integral part of the BU strategy and align this with the overall Business Group (BG) Services strategy and Philips Global Services & Solutions (GS&S) strategy.

  • You will develop profitable growth plans for the BU service business and ensure that they are aligned with the BU/BG roadmaps, business and operational plans, working with BG Services I2M and M2O teams.

  • You will develop and lead the BU Services strategic activities to deliver the customer experience, business performance and operational excellence objectives in solution delivery and services

  • You will drive the Services organizational and strategic workforces development plans needed to support the BU and Markets to become a solutions and professional services provider.

NPI and Lifecycle management:

  • You will work closely together with product management, R&D and Product Support Engineering (PSE) organizations to ensure that all Services requirements are incorporated in new product and solution developments

  • You are a key player in developing integral lifecycle plans, working closely with Marketing, Product Management, R&D and PSE on phase-in and phase-out of products, while planning upgrade and new services that maximize value over the various lifecycles.

Business Management - Growth & Operational Excellence:

  • You will be responsible to ensure both BU solution sales, and services OIT and sales, are realized to plan, working with BG M2O and O2C teams and the Markets

  • Working with the BU PSE team, ensure customer escalations and technical support activities (Helpdesk, field support, etc.) meet customer, Market and business needs, including effective third level service remote help desk and on-site technical support

  • Transformation the handling customer escalations from reactive to pro-active. Ultimately incorporating analytics to enable a predictive support model.

  • You will ensure appropriate and current product knowledge transfer to field service via training, documentation and other means.

  • You will define and ensure implementation of the services capabilities needed globally to deliver our BU solutions, and to sell and deliver our services

  • You are accountable to continually improve the Business Unit’s Margin Performance while at the same time improving customer satisfaction. You will take an End-2-End perspective in driving this in cooperation with business functions, BG Services, GS&S, Operations and Markets.

Lead the transformation and continued improvement of the Business Unit’s end-2-end lifecycle engagement with customers to reflect that of world class informatics providers.

You are a part of:

Jointly reporting to the Leader, BG MA & TC Services, and Leader, BU PCA, you will be part of both leadership teams in order to drive the success of the integral business plans. You will work closely with the Services organizations in the BG, GS&S and Markets, and with R&D and Product Management in the BU to create the opportunities and capabilities to deliver great services, drive customer experience and satisfaction and business performance

This role will initially be based in our Andover office. Philips will be relocating this office to a new site at Cambridge Crossing , a large development underway on the Cambridge-Somerville-Boston line. This is a very exciting time to be joining Philips, as this new location will be our largest North American R&D innovation center. The new office is set to open in early 2020.

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

  • A master’s degree or equivalent

  • At least 10 years’ experience in the field of services, ideally in Healthcare, with software services and/or professional services exposure

  • Strong leadership skills

  • An ability and track record in leading change

  • Business management experience ideally in managing a services P&L, or equivalent

  • Internationally oriented and experienced, sensitive to cultural aspects

In return, we offer you

You can expect challenges in a complex and global environment with the opportunity to positively impact the delivery of patient care globally, via excellent and innovative solutions and services. Your success in this role will lead to plenty of opportunity to further develop your career within our company.

Sharpen your talents with new challenges in our dynamic organization. As a market-driven company, we’re used to listening to our customers & apply the same thinking to our employees. We offer a competitive salary, outstanding benefits and flexibility in a career with a positive and supportive atmosphere in which to develop your talents further.

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.