Talent Acquisition Manager at Philips
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Philips - Senior Manager - Customer Support - Healthcare/Medical Devices (15-30 yrs)
Philips Bangalore (Manyata Tech Park)
Senior Manager, Customer Support
OBJECTIVE: The Customer Support Manager is driven with proven leadership abilities and compliments in achieving our world-class levels of customer satisfaction. He/She is a dynamic and self-motivated individual who will be involved in building a strong team. The Customer Support Manager is a people-manager and is customer-facing. He/She is responsible for the leading a technical support team and for handling and overseeing the most critical, escalated issues. This role will both guide and grow the technical support team as well as managing the critical escalations that are raised through either technical support or through customer account management.
Key Areas of Responsibility -
- Management of a technical support team
- Maintain and improve individual performance levels of team to ensure targets are met
- Work with other team managers to ensure efficient and effective coverage of hours and skills
- Manage visible cases and ensure outstanding customer service levels
- Lead calls with internal stakeholders to review status and updates
- Provide prompt and complete resolution of technical challenges and business issues
- Liaise and work closely with the following:
Global support teams and leaders
Tier 2 support teams
Product management teams
Third-party product management teams
Account executive teams on issue reviews, case volume, escalated technical issues and product roadmap changes/new features and for critical escalations
R&D
Implementation teams
- Identify and drive areas of process improvement, 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
- Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support while fostering a culture open to collaboration across boundaries
- Contribute to the knowledge base and create knowledge base materials dedicated toward operational efficiency while empowering and enabling the greater support community
- Coach and train the team
- Advocate customers- priorities and requirements internally
- Responsible for the team's key performance indicators
Role Overview
- Establish and monitor key performance indicators assigned to customers and team members
- Monitor and assess staff to ensure quality and accuracy of work and proactively report issues and trends to senior service leadership
- Create and monitor relevant reports and tools to identify, address, and proactively engage employees to correct: long calls, misuse of cases and compliance issues.
- Manage queues within CRM and identify coaching opportunities per employee and monitor all open and aging cases daily
- Suggest to senior service leadership strategies and methods of improvement for daily operational practices of the team
Placement in the organization
Typically reports to a Senior Manager or Director within the services organization
Dimensions Relating to Know-How: Technical Know-How, Management Breadth, Human Relation Skills
- Motivates a team to achieving defined results, and exceeding goals and objectives.
- Advisor to senior service leadership
- May lead people managers or other senior staff members
- May lead multiple teams
- Master analysis, problem-solving and troubleshooting skills
- Comfortable interacting with all levels of customer and internal management
- Exceptional intrapersonal and communnication skills with a proven track record of quickly building credibility both internally and externally
- Multi-tasks and performs effectively under pressure
- Effectively prioritize and escalate customer issues as required
- Detailed, organized and results oriented
- Subject matter expert in one or more Philips solution
Education
- Relevant BA/BS degree with 6+ years support, consulting account management or 3+ years with development experience and 4+ years in a customer-facing role
- 3+ years experience leading people
- ITIL Foundation certification required
Experience
- Previous experience with CRMs and related technology required
- Experience working with a diverse team in a fast-paced environment
- Experience in a customer facing role implementing solutions or providing service with a high level of accountability
- Experience providing service to multiple customers using modern support contact channels, such as chat, self-help, etc. is required
- Experience in Service level reviews, reporting and management
- Technical program or project management experience preferred
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