Head Of Product Support Engineering, General & Specialty Care

Philips Andover , MA 01810

Posted 1 week ago

Job TitleHead of Product Support Engineering, General & Specialty Care

Job Description

In this role, you have the opportunity to:

As a key member of the Business Unit leadership team, leads the implementation and strategy for the Support Engineering and Learning Products team. Reporting directly to the BU General Manager, this role is an advocate for and drives voice of customer throughout the organization. Leads with problem solving and lean methodology to foster a culture of continuous improvement in Customer Experience. Leads the product support engineering and learning product teams, ensuring that customer service requirements are embedded in business plans, strategic imperatives, and new product development.

You are responsible for:

Manage the Support Engineering and LP team for GSC to reflect the following responsibilities:

  • Develop global strategies for GSC based on customer and GSS inputs with an overall goal of improving serviceability, turnaround time and lifecycle costs.

  • Lead the GSSNA SCS Implementation and Response center team (dotted line)

  • Gather/define global "Customer Support, documentation and training" needs (requirements) for GSC products/systems,

  • Develop, document and implement global support strategies for products/systems

  • Lead the development of all product / customer and field documentation and training material, including validation, verification and localization,

  • Ensure adherence to corporate standards and branding rules

  • Management of localization activities for documentation to meet release criteria for required languages

  • Develop and communicate Product Support Plans and Learning product plans (global planning)

  • Manage Customer Satisfaction Issues for GSC products/systems

  • Provide technical problem resolution

  • Provide technical complaint investigation
  • Develop plans and manage recalls and field corrective actions
  • Respond to product quality and reliability issues
  • Identify, document and reproduce product defects

  • Develop and deliver support and clinical training for the global Philips field organization,

  • Product Lifecycle Management including:

  • NPI to Discontinuance support planning

  • Parts/logistics planning/management

  • Field support communications

  • Work with GSS organizations to define /develop needed service marketing offering needed to win.

  • Monitor product quality for GSC products/systems,

  • Represent GCS on various Councils/Committees (PH and PCCI levels)

  • Responsible to lead, managing, hiring, and development of the team to ensure effective and efficient support of the business objectives for GSC

You are a part of:

General and Specialty Care Business Unit

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:

  • Bachelor's degree; Master's degree preferred in business, strategy, or related field.

  • Minimum 3 years in a Senior Manager role with increasing world-wide levels of responsibility Director level experience preferred.

  • Experience in setting strategy for larger organizations on a global basis, budgeting and financial experience

  • Strong understanding of and experience with medtech products, supplies and services.

  • Demonstrated success working in a large matrix org environment.

  • Excellent customer facing skills and presence.

  • Demonstrated leadership, employee development and employee engagement skills.

  • Demonstrated knowledge of customer loyalty, NPS, and customer engagement measurements and improvement strategies.

  • Additional experience that would be a strong plus: Experience in change management, problem solving, and lean methodology.

In return, we offer you

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. 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 on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.

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.



If you forgot your password, you can click the Forgot Password button on the Sign In screen to reset it. In case of technical difficulties, please send an email to careersite@philips.com.

(Note: To ensure fairness and legal compliance in our recruitment processes, only technical issues will be monitored through the above inbox. Please do not submit resumes or applications to this email, as they will not be reviewed. Only applications received through the online application process will be considered.)

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Senior Manager Quality Engineering


Posted 3 days ago

VIEW JOBS 3/19/2019 12:00:00 AM 2019-06-17T00:00 What's YOUR Mission? Here at Raytheon, we work together as one global team creating trusted, innovative solutions to make the world a safer place. Our innovation spans all domains: from land and sea to air, space and cyberspace. We're inspired by a noble mission that's shared by Raytheon employees around the globe and an inclusive culture that empowers employees and celebrates their contributions. Job Description We have an exciting opportunity within our Integrated Defense Systems (IDS) Mission Assurance team. The Supplier Quality (SQ) Business Operations Lead is responsible for improving the overall operational effectiveness of the SQ organization and includes management responsibility for the Supplier Quality Procurement Systems & Support and Business Process & Supplier Performance teams. An effective Business Operations Lead enables success of the broader organization by establishing structure, tools, metrics, reporting and facilitating collaboration to ensure success against organizational goals. Driving synergy and collaboration, both within the SQ team and between the Mission Assurance and Global Supply Chain Management teams, is essential to both the success of this role and the broader organization. The Supplier Quality (SQ) Business Operations Lead effectively serves as the primary delegate to the Director of Supplier Quality. This role will be located in Andover, MA. Responsibilities include, but are not limited to: * Ensuring aligned, succinct, accurate and timely executive-level reporting (e.g., monthly report, MA Operations Review, GSCM Operations Review, SQ Council, etc.) * Leading employee communication & culture initiatives (e.g., All Hands preparation and coordination, Skip Level meeting planning and facilitation, mentoring, employee morale and community focus group events, etc.) * Driving staffing efforts (e.g., maintaining staffing plan, driving weekly recruiting efforts with Talent Acquisition, representation at recruiting events, executing SQ Career Development & Rotation Model) * Facilitating semi-annual strategy and goal-setting * Leading and coaching continuous improvement project teams * Reviewing and ensuring accountability of organizational financial performance (including overhead budget of $4.4M) * Coordinating weekly staff meeting agenda and effectiveness * Planning annual IDS Supplier Excellence Conference * Direct supervisory and performance management responsibility for two managers Basic/Required Qualifications: * Minimum 12 years of prior relevant experience * University Degree in STEM * Experience in quality engineering, manufacturing, or supply chain discipline * Leadership experience required to interface with stakeholders at Director-level and above * Leadership skills to operate with minimal supervision, make decisions, communicate actions, set priorities and drive results * Strong presentation and communication skills * Supplier management experience- leading, managing and partnering with suppliers to achieve mutual success utilizing indirect influence * Supervisory experience Desired Qualifications: * Exceptional organizational skills and ability to stay focused on goals, priorities and objectives with greatest business impact * Independent, self-motivated individual with strong decision making skills * Experience facilitating, leading and coaching continuous improvement project teams * Role model for Raytheon values and behaviors * Experience in DoD environment, especially as it pertains to supplying material to DOD contracts and the provisions of the FAR * Knowledge of ISO 9001, AS9100, and principles of Quality Management Systems * General knowledge of aerospace / defense products and systems technologies * Raytheon Six Sigma Principal Specialist, Expert-in-Training or Expert * Master's Degree or MBA What We Offer: Whether you're just starting out on your career journey or are an experienced professional, Raytheon offers a robust total rewards package that goes above and beyond with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the superior benefits Raytheon offers include paternal leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care. Find out why Forbes ranks us among the top 500 of America's Best Employers by visiting us online at www.raytheon.com. Stay Connected: Don't miss out on what's happening at Raytheon. * Follow @Raytheon on Twitter * Follow Raytheon on YouTube * Follow Raytheon on LinkedIn * Follow Raytheon Company on Instagram Are you ready to be remarkable with Raytheon? Raytheon: Making the World a Safer Place "Diversity is at the heart of all we do at Raytheon. We embrace diversity and diverse opinions; we treat people with dignity and respect to support our inclusive culture. This allows us to retain and attract the world-class talent and supplier base we need to develop the innovative solutions our global customers depend on. We view our diversity as a competitive advantage as a key enabler of our growth." * Thomas A. Kennedy Raytheon Chairman and Chief Executive Officer This position requires either a U.S. Person or a Non-U.S. Person who is eligible to obtain any required Export Authorization. 135148Business Unit Profile Headquartered in Tewksbury, Massachusetts, IDS has 32 locations around the world. Its broad portfolio of weapons, sensors and integration systems supports its customer base across multiple mission areas, including air and missile defense systems; missile defense radars; early warning radars; naval ship operating systems; C5ITM products and services; and other advanced technologies. IDS provides affordable, integrated solutions to a broad international and domestic customer base, including the U.S. Missile Defense Agency, the U.S. Armed Forces and the Department of Homeland Security. Relocation Eligible No Clearance Type None / Not Required Expertise Quality Assurance Reliability Engineer Type Of Job Full Time Work Location MA - Andover Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. Raytheon Andover MA

Head Of Product Support Engineering, General & Specialty Care