North LATAM: Customer Support Team Lead (Remote)

Philips International; Bogotá; Híbrido; 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

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