Customer Support Team Lead

Philips
Bogotá
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Customer relationship management","Coaching","Organizational","Prioritization"]

Lead the day-to-day coordination of a team of Remote Service Engineers across North LATAM, delivering exceptional technical customer support for healthcare systems and solutions. Serve as the escalation point for complex issues, coach team members, and drive service excellence by monitoring performance, service quality, and customer satisfaction. Manage case prioritization and operational execution, collaborate with cross-functional support teams, and improve processes, knowledge sharing, and efficiency to help ensure patient care.

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Philips
Philips
2 months ago

Customer Support Team Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 27 days agoStatus: Live

Job Summary

Lead the day-to-day coordination of a team of Remote Service Engineers across North LATAM, delivering exceptional technical customer support for healthcare systems and solutions. Serve as the escalation point for complex issues, coach team members, and drive service excellence by monitoring performance, service quality, and customer satisfaction. Manage case prioritization and operational execution, collaborate with cross-functional support teams, and improve processes, knowledge sharing, and efficiency to help ensure patient care.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and coordinate a team of Remote Service Engineers supporting customers across North LATAM.
  • •Provide advanced remote technical support, troubleshooting, and resolution for healthcare systems and solutions.
  • •Serve as an escalation point for complex technical issues and customer concerns to ensure timely resolution.
  • •Drive service excellence by monitoring team performance, service quality, and customer satisfaction.
  • •Coach and develop team members; support workload prioritization, case management, and operational execution to achieve service targets.

Key Requirements

  • •Experience in technical or customer support, service operations, healthcare technology, IT services, or related environments.
  • •Proven experience handling customer escalations and complex technical problem-solving.
  • •Preferred experience leading, mentoring, or coordinating technical teams.
  • •Fluent Spanish and advanced English (required).
  • •Bachelor's Degree or Technical/Vocational Education in engineering, information technology, biomedical engineering, health sciences, computer science, or a related field; equivalent experience acceptable.
Experience:Healthcare technologyIT servicesService operationsHealthcare IT
Education:Bachelor's
Skills:CommunicationCustomer relationship managementCoachingOrganizationalPrioritization
Languages:SpanishEnglishPortuguese

Company Brief

Philips
Global health technology company focusing on diagnostic imaging, patient monitoring, and consumer health products. Philips develops medical devices, healthcare informatics, and solutions to improve patient care and personal well-being.
Industry: HealthTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Amsterdam, Netherlands
Founded: 1891
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn