Customer Support Team Lead

Philips International; Bogotá; Presencial; COP 90.000.000 - 150.000.000; Jornada completa

Descripción de la vacante

Philips International is seeking a Customer Support Team Lead – North LATAM to guide a distributed team of Remote Service Engineers. You will oversee day-to-day operations, provide advanced remote troubleshooting, and act as the escalation point for complex technical issues, ensuring high-quality service delivery and strong customer satisfaction.

The role requires coaching, collaboration with cross-functional teams, and a focus on process improvements to optimize support performance across North

Formación

• Experience in technical support, customer support, or service operations.
• Proven ability to handle customer escalations and complex problems.
• Experience leading, mentoring, or coordinating technical teams is preferred.

Responsabilidades

• Lead and coordinate a team of Remote Service Engineers across North LATAM.
• Provide advanced remote technical support and troubleshooting for healthcare systems.
• Act as escalation point for complex issues and customer concerns.
• Drive service excellence by monitoring performance, quality, and satisfaction.
• Support workload prioritization, case management, and execution to meet targets.
• Coach and develop team members and promote continuous improvement.
• Collaborate with cross-functional teams to ensure seamless customer experiences.
• Identify opportunities to improve processes and knowledge sharing.

Conocimientos

Technical troubleshooting

Customer relationships

Coaching

Prioritization

Spanish fluency

English proficiency

Educación

Bachelor's degree

Technical/Vocational in Engineering/IT

Descripción del empleo

## Customer Support Team LeadApplylocations: Bogotatime type: Full timeposted on: Posted Todayjob requisition id: 585155### Job TitleCustomer Support Team Lead### Job Description**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**In this role, you will:* 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.