Technical Manager – L3 Technical Support & Problem Management, North America

Philips International; Northern (KY); Hybrid; USD 117,000 - 186,000; Full time

Job summary

Philips is seeking a Technical Manager to lead L3 Technical Support & Problem Management for North America. You will guide a team of senior engineers through complex customer and production issues, ensuring rapid resolution and robust incident responses.

You will collaborate with R&D, Engineering, Service and Operations to isolate escalations, perform RCA, and implement preventive actions, enhancing reliability and support quality across our enterprise environments.

Qualifications

• 7+ years in technical support, systems engineering, or related enterprise tech.
• Experience leading technical teams with coaching and talent development.
• Strong RCA and problem management experience.
• Proven ability to improve support processes and service reliability.
• Bachelor's or Master's in Engineering, CS, IT, or equivalent.

Responsibilities

• Serve as a technical escalation leader for complex customer and production issues, driving advanced troubleshooting and sustainable resolution.
• Lead and develop a team of Level 3 technical professionals through coaching, mentoring, and talent development.
• Partner with R&D, Engineering, Service, Operations, Sales, and Customers to drive effective issue resolution.
• Lead complex incident and problem management activities, identifying recurring issues and driving corrective actions.
• Improve resolution times, reduce escalations, and enhance support processes through data and monitoring insights.
• Champion automation, AI, monitoring, and other tools to enhance diagnostics and reliability.

Skills

Technical leadership

Root Cause Analysis

Incident management

Automation & AI

Team coaching

Education

Bachelor's or Master's in Engineering/CS/IT

Job description

**Technical Manager – L3 Technical Support & Problem Management, North America**Lead a team of Level 3 technical support professionals while driving the resolution of complex customer and production issues and strengthening the quality, efficiency, and reliability of technical support services.**Your role:*** Serve as a technical escalation leader for complex customer and production issues, driving advanced troubleshooting, issue isolation, root cause analysis, and sustainable resolution across enterprise technology environments.* Lead and develop a team of Level 3 technical professionals through coaching, mentoring, performance guidance, onboarding, knowledge sharing, and talent development.* Partner closely with Research & Development (R&D), Engineering, Service, Operations, Sales, and Customers to drive effective issue resolution and ensure escalations are well-isolated, technically sound, and supported by evidence.* Lead complex incident and problem management activities, identifying recurring issues, determining root causes, and driving corrective and preventive actions to improve platform and service reliability.* Drive operational excellence by improving resolution times, reducing unnecessary escalations, strengthening troubleshooting practices, and using data and service performance insights to improve support processes.* Support the development of repeatable technical support practices, including documentation, knowledge management, diagnostic processes, and escalation standards.* Champion the use of automation, artificial intelligence (AI), monitoring, and other technical tools to enhance diagnostics, troubleshooting, operational efficiency, and service reliability.* Collaborate across technical and business organizations to translate complex technical issues into clear actions, recommendations, and customer-focused outcomes.**You're the right fit if:*** 7+ years of experience in technical support, systems engineering, infrastructure, software delivery, enterprise technology operations, or a related technical environment, preferably within a highly regulated, mission-critical, or complex enterprise environment.* Experience leading or managing technical teams, including coaching, mentoring, technical direction, and talent development.* Strong experience with enterprise system troubleshooting, complex incident management, and technical escalations in customer-facing or production environments.* Demonstrated experience with Root Cause Analysis (RCA) and problem management, including identifying recurring issues and driving corrective and preventive actions.* Proven ability to improve support processes, service performance, and operational reliability through data, automation, monitoring, standardization, or other continuous improvement practices.* Bachelor's / Master's Degree in Engineering, Computer Science, Information Technology, or a related technical discipline, or equivalent experience. Experience supporting regulated, security-sensitive, healthcare, medical imaging, or other high-reliability environments is beneficial.* You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.**How we work together**We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.This is a field based role.**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 improve the lives of others.* Learn more about our business.* Discover our rich and exciting history.* Learn more about our purpose.* Learn more about our culture.**Philips Transparency Details**The pay range for this position in AL, AZ, AR, CO, FL, GA, ID, IL, IN, IA, KS, KY, LA, ME, MI, MS, MO, MN, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, or WY is $117,000 to $186,000.The pay range for this position in AK, DE, HI, MD, MN, and RI is $123,000 to $195,000.The pay range for this position in CA, CT, DC, MA, NJ, NY, or WA is $131,000 to $208,000.The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here. At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. **Additional Information**US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.