Customer Support Team Lead

Philips Iberica SAU; Bogotá; Presencial; COP 194.439.043 - 291.658.564; Jornada completa

Descripción de la vacante

Philips Iberica SAU is seeking a Customer Support Team Lead – North LATAM to guide a remote service engineering team, ensuring high-quality support and coordinating day-to-day operations across the region.

You will coach engineers, manage escalations, and partner with cross-functional teams to deliver reliable healthcare IT solutions while driving service excellence and customer satisfaction.

Formación

• Experience in technical or customer support, service operations in healthcare IT or related environments.
• Proven ability to handle escalations and complex technical issues.
• Experience leading or coordinating technical teams is preferred.

Responsabilidades

• Lead and coordinate a remote team of service engineers across North LATAM.
• Provide advanced remote technical support and issue resolution for healthcare systems.
• Escalation point for complex problems, ensuring timely resolutions.
• Monitor performance, service quality, and customer satisfaction to drive excellence.
• Coach team members and collaborate with cross-functional teams to improve processes.

Conocimientos

Technical troubleshooting

Advanced English

Team coaching

Customer focus

Organizational skills

Educación

Bachelor's or technical degree in Engineering/IT/BIomedical/CS

Descripción del empleo

Customer Support Team Lead

Job Description

Lead with purpose. Support with expertise. Improve lives through meaningful work.

As a Customer Support Team Lead – North LATAM, you will play a key role in delivering exceptional customer support while leading the day‑to‑day coordination of a team of Remote Service Engineers across the region.

This position combines technical expertise, customer focus, and people leadership. You will be responsible for ensuring high‑quality service delivery, supporting complex customer escalations, coaching team members, and driving operational excellence across support activities. Working closely with customers and cross‑functional teams, you will help ensure healthcare technologies remain available and performing at their best—ultimately contributing to better patient care.

Your Role

• 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, ensuring timely and effective resolution.
• Drive service excellence by monitoring team performance, service quality, and customer satisfaction.
• Support workload prioritization, case management, and operational execution to achieve service targets.
• Coach and develop team members, fostering technical expertise, customer focus, and continuous improvement.
• Collaborate with other support functions to deliver seamless customer experiences.
• Identify opportunities to improve processes, knowledge sharing, and operational efficiency.
• Contribute to a culture of accountability, collaboration, and customer‑centricity.

You're the Right Fit If

Experience

• Experience in technical support, customer support, service operations, healthcare technology, IT services, or related environments.
• Proven experience handling customer escalations and complex technical problem‑solving.
• Previous experience leading, mentoring, or coordinating technical teams is preferred.

Skills

• Strong technical troubleshooting and analytical skills.
• Excellent communication and customer relationship management capabilities.
• Ability to coach and develop team members in a fast‑paced environment.
• Strong organizational and prioritization skills.
• Customer‑focused mindset with a commitment to service excellence.

Education

• Bachelor's Degree or Technical/Vocational Education in Engineering, Information Technology, Biomedical Engineering, Health Sciences, Computer Science, or a related field.
• Equivalent experience will also be considered.

Additional Requirements

• Fluent Spanish and advanced English (required).
• Portuguese is a strong plus.
• Experience supporting healthcare IT solutions, medical devices, imaging systems, or clinical environments is preferred.
• Familiarity with service management practices and KPI‑driven environments is advantageous.