Service Operations Manager – Europe, PCI – EMR-CM (m/w/d)

As the Services Operations Manager you will manage integral Service optimization to improve customer service level. This is a key leadership position for European Customer Response Team that operates in a demanding 24X7 environment.

The preferred location for the role is Vienna or Eindhoven, but the role can be filled remotely from any EU country

Your role

Main tasks

• Responsible for the qualifying customer calls for EMR&CM product calls for geographical territory & customers assigned.
• Operate as the L1 responder for EMR-CM products, find and establish problem solution for technical problems
• Answer basic questions about application and configuration of EMR&CM products
• Find and establish problem solution for basic application problems
• Report and escalate product issues to the responsible BU
• Communication link between field organization and BU
• Provide onsite visits to keep the systems up to date and working.
• Provide customer training for EMR&CM products.
• Act as a technical liaison with Customer, Field organisations, Business Units and 3rd party companies.
• Works with the BU to test hot fixes and future releases of EMR&CM products.
• Understand and keep up to date with current technology.
• Understand and keep up to date with the technical requirements of the assigned products.
• Execute Administrative tasks on time and to requirement

Solution Center Call Qualifying

• Qualifies and prioritizes rapidly and effectively all incoming calls, customer needs and problems
• Documents the call according to the quality system and performs the qualification
• Finds, communicates and implement solutions to the customer's problems
• Follow up for the case done, until it is entirely solved.
• Keeps Escalation rules.
• Keeps the communication rules and deadlines.

Soft Capabilities

• Customer Interaction: Establish and maintain contact with customers upon receiving fault reports, ensuring effective communication throughout the resolution process. Build strong relationships internally & externally.
• Documentation: Document and report safety-related defects or risks in line with the customer feedback process. Share knowledge with peers via the knowledge articles platform.
• Solution Communication: Explain solutions to customers team, confirm understanding, and maintain accurate documentation of accepted tickets.

Deliver customer training events

• Assist the ICCA Training Center, located in Vienna, to deliver training events, in creating manuals or to hold lessons about EMR&CM products.

Leadership

• Stand solid alongside the services and implementation leader in the assigned geography as a Philips representative on support and related technical problems.
• Lead the EMR-CM support organization in the assigned territory, build, retain and grow the first response team technically with a perspective to grow talent.
• Build strong & close collaboration with SISS Solution Centre, Vienna on all aspects of work including the job scope and planning personal time off in collaboration with other members of the Europe & international support organization to ensure customer commitments are fully met.

For applicants from Austria:
The minimum annual salary according to the Austrian Collective Agreement is € 79,204.72 /gross with the willingness to overpay. The actual annual target salary is in line with the market and will be determined depending on your qualifications and experience.

You are the right fit if:

• Prior direct team leadership experience of the technical team in a customer facing capacity.
• Min. Bachelor degree in computer science or medical informatics or other equivalent
• Skills in PC platforms (Microsoft Windows OS) and Networking
• Skills in Windows Server Operating Systems
• Skills in Windows SQL Server 2012 and higher
• Familiarity with standard hospital IT interfaces (DICOM , HL7, FHIR, etc.).
• Understanding of Clinical/Hospital Patient Workflow.
• Strong IT/network skills (JavaScript, XML, SQL, Client/Server).
• Strong foundation level database skills (preferably MS-SQL)
• Communication Skills: Excellent verbal and written communication skills; ability to communicate effectively with both technical and non-technical stakeholders.
• Personal Attributes: Reliability, commitment, and a confident demeanor; strong cross-departmental teamwork abilities.
• Availability: Willingness to work weekends and provide extended emergency service with 24/7 on-call availability when needed.
• Driver license for cars
• Good written and verbal communication skills in English, German is a plus
• Ability to work in a structured, analytical way
• Capable to work independently as well as in a team
• Willingness to travel (Europe / world-wide)

About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

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Locations
Sweden - Remote Based, Sweden

Spain - Remote Based, Spain

Italy - Home Based, Italy

France - Remote Based, France

Denmark - Remote Based, Denmark

Vienna, Austria

Germany - Remote Based, Germany

Netherlands - Remote Based, Netherlands

Poland - Remote Based, Poland