Support Manager jobs at Philips in Brazil

Your role:

• Generating learning and identifying opportunities from combining multiple sources of information - qual and quant - that help unlock hypothesis, create winning propositions and inform strategy (past consumer and dental professional studies, existing digital consumer and dental professional data, secondary research available)

• Generating adhoc analysis and socializing learning from existing Brand Health tracker – consumer and dental professional based

• Implementing and owning the full end to end research roadmap for innovation projects (concept test, claims test, line optimization, pack test …), translating key learning into actions for the project teams

• Representing the voice of the consumer and dental professional to inform decision-making at any step of the innovation process (VPC, PDLM, MLDs)

You're the right fit if:

• 7-10 years of international experience in the marketing research environment, working with multiple qual and/ or quant methodologies within consumer marketing. If health care experience, is a plus

• Proven skills in unearthing insights to drive strategy, identify market growth opportunities, develop new products, run workshops

• Agility with large amounts of data being able to synthesize and produce actionable learning/ recommendation to the business, communicating in a concise and clear way with storytelling and visual design

• Strong communication and presentation skills; ability to articulate ideas clearly and confidently to senior marketers and stakeholders

• Proven records of behaviour skills such as: Resilience, Flexibility, being comfortable with Uncertainty; and willing to work in a collaborative environment

• A large dose of curiosity to learn (fast) about the industry, proactivity and continuously uncomfortable with status quo to help raise the bar and build the Insights function that underpins brand building

• Master’s degree in Business, Marketing, Social Science

• Fluent in English

• Advanced Ms Office, Power BI

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 the lives of others.
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Ensure optimal functionality of RIS and PACS systems, directly contributing to the effective management of medical images and patient information, improving the delivery of healthcare services.

• Provide advanced technical assistance and troubleshooting to resolve complex issues related to RIS and PACS systems. Serve as an escalation point for Level 1 support, ensuring efficient problem resolution and customer satisfaction.
• Manage escalations to the development team for unresolved issues, ensuring clear documentation and robust communication to facilitate timely resolutions and system improvements.
• Lead the identification, analysis, and resolution of complex issues to minimize disruptions and improve system performance. Implement problem management frameworks to ensure long-term solutions and prevent recurrences.
• Coordinate with stakeholders to effectively communicate outages, workarounds, and resolutions, ensuring transparency and fostering trust.

You're the right fit if:

• Bachelor’s degree in Information Technology, Computer Science, Healthcare Informatics, or a related field.

• Solid experience in supporting RIS/PACS systems and possess specialized knowledge in HL7 and DICOM integration, Oracle Database administration certification.

• Excellent analytical and problem-solving skills, strong understanding of network configurations, Oracle database management, and healthcare data protocols, as well as Virtualization technologies and AWS and Radiology Workflows.

•Demonstrate effective communication skills and a collaborative approach to working with diverse stakeholders. A strong aptitude for adapting to evolving technologies and driving system improvements

• Relevant certifications in VMware (such as VMware Certified Professional - Data Center Virtualization) and AWS (such as AWS Cloud Practitioner) are preferred

• Advanced English

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 the lives of others.
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If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care .

Your role:

• Provides technical expertise through Clinical Product/Solutions demonstrationsandsales presentations

• Develop product, clinical, and software knowledge, skills, and competence within Philips AVW/ICAP and PACS Solutions.

• Support the Product Specialists & Territory Managers and the Commercial Team

• Monitor and analyze market trends, competitor products, and consumer behavior.

• Collaborate with product development teams to ensure customer requirements are integrated into product design and functionality

• Drives overall business and product deal support by providing clinical and technical product (AVW, PACS) expertise on the product across the accounts.

• Educate sales teams and clients on product features, benefits, and usage

• Pursue necessary regulatory approvals to improve product acceptance

• Stay in contact with the Global and Applications teams

• Able to Prepare Business Cases: Prices, Margins, etc

You're the right fit if:

1. You are a Portuguese and Fluent English speaker

2. Have Biomedical, Engineering or someHealthCare degree

4. Strong written and verbal communication skills

5. Clinical experience

6. Good Knowledge in Images Reconstruction and Manipulation: CT, MRI, PET-CT, NM, US, Mammo, XA.

7. Good Knowledge in Infrastructure and Hardware: Servers, Workstations, Processors, etc.

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Key Responsibilities:

• Ensure Excellence in Customer Service: By closely monitoring department KPIs, crafting strategic plans, and analyzing customer feedback, uphold superior support quality. Implement necessary short, medium, and long-term improvements and prioritize service work orders to honor SLA commitments.

• Empower Your Team: Facilitate processes, product or technical training, and performance improvement initiatives to recruit, develop, and retain a highly skilled team.

• Optimize Resource Management: Plan resources in alignment with individual and group capacities to meet current and future support demands.

• Drive Strategic Growth: Develop and execute strategic plans to ensure continuity and evolution in customer support services both locally and globally. Oversee KPI achievement and improvement initiatives.

• Lead People Management: Conduct thorough follow-ups, execute feedback, and craft individual and collective development plans. Manage customer relationships, especially during critical and urgent events.

• Manage Financial Oversight: Ensure budget adherence through careful expense tracking and budget control.

Your Responsibilities:

• Team Leadership

• KPIs Management

• Customer Satisfaction

• Continuous Improvement Initiatives

To succeed in this role, you should have the following skills and experience:

• Minimum of 2 years of experience in team management

• Experience in Technical Support Operations

• Degree in a relevant field: management, medical, financial

• Strong teamwork, leadership, management, communication, and executive presence skills

• Intermediate proficiency in English and Spanish is desirable

You will be responsible for delivering exceptional phone and email support to end-users and administrators of Philips Xcelera and IntelliSpace Cardio PACS informatics systems.

Your role:

• Providing technical support for Philips’ Xcelera and IntelliSpace Cardio PACS systems.

• Provide problem resolution and clearly document and reproduce all steps taken during problem resolution.

• Troubleshooting Windows operating system and hardware issues quickly and effectively.

• Diagnosing and troubleshooting TCP/IP and general networking problems by logging into customer networks.

• Documenting all actions taken during problem resolution in appropriate internal tracking systems.

You're the right fit if:

• Bachelor’s degree in Information Technology or a similar.

• Fluency in both English and Spanish.

• Proficiencyin Linux administration.

• Experience troubleshooting Windows operating systems, hardware, TCP/IP, and general networking issues.

• Expertise in remote support using RSN/PRS and troubleshooting.

• Familiarity with ticketing systems such as Salesforce, ServiceMax, or similar platforms.

• Ability to diagnose and identify root causes of technical issues.

• Strong documentation skills for recording actions taken during problem resolution.

• Availability to work in person in Blumenau, Santa Catarina.

It's a plus if:

• Experience providing technical support on Radiology or Cardiology informatics products (Philips’ Xcelera or IntelliSpace Cardio PACS knowledge)

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