Service Operations Manager – Europe, PCI – CVI

Job Title

Service Operations Manager – Europe, PCI – CVI

Job Description

The Service Operations Manager – Europe, PCI – CVI leads the L1 support team, provides first-line technical support and troubleshooting, delivers customer training, and ensures system functionality while collaborating with cross-functional teams to meet service and performance goals.

This role ensures exceptional technical support for CVI products, driving customer satisfaction and maintaining system functionality through effective problem resolution, leadership, and collaboration.

Your role:

• Lead the CVI L1 support team in the assigned territory, fostering team growth and technical development.
• Collaborate with CVI L2 support and other team members to meet customer commitments.
• Manage and qualify customer calls for CVI products in the assigned region, providing first-line technical support and troubleshooting.
• Escalate complex issues to the Business Unit (BU) and act as a communication link between field teams and BU.
• Maintain customer satisfaction by ensuring timely and effective problem resolution and follow-up.
• Perform system maintenance during onsite visits and provide training for customers and internal users.
• Liaise with customers, field organizations, BUs, and third-party partners to address technical issues.
• Collaborate with the BU to test hotfixes and new product releases, ensuring systems remain current.
• Stay up to date with relevant technology and technical requirements of CVI products.
• Ensure accurate and timely completion of administrative tasks and documentation, including call logs, tickets, and quality processes.

You’re the right fit if:

• You have a Bachelor’s degree in Computer Science, Medical Informatics, or equivalent.
• Leadership experience in technical customer-facing roles.
• Experience with Philips cardiology suite (ISCV, XPER) is an advantage.
• Proficiency in Windows OS, Windows Server, SQL, networking, and clinical IT infrastructure.
• Familiarity with hospital IT interfaces (DICOM, HL7) and clinical workflows.
• Excellent communication skills (English & German required; French desirable).
• Strong problem-solving, analytical, and IT/networking abilities.

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 the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

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 commitment to diversity and inclusion here.

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