Global Field Support Leader CT/AMI
Job Description
At Philips, we believe there’s always a way to make life better.
The Global Field Support Leader CT/AMI sets the strategic direction for the newly established Global Field Support organization, ensuring alignment with Philips’ overall business objectives and operational excellence. This role leads global initiatives to elevate technical support performance, strengthen service capabilities, and drive continuous improvement through technology, data insights, and cross-functional collaboration.
In this role you will act as a key driver of transformation in field support operations — addressing global escalations, optimizing service delivery, and embedding customer‑centric innovation across all levels of the organization.
Your role
* Define and execute the global strategy for Field Support, aligning services with Philips’ strategic priorities and ensuring world‑class customer experience.
* Lead process optimization and digital enablement initiatives to enhance efficiency, responsiveness, and knowledge sharing across global teams.
* Manage major escalations, driving root‑cause resolution and preventive actions in coordination with senior stakeholders.
* Establish policies, standards, and performance metrics that ensure compliance, quality, and operational consistency.
* Use data analytics and customer insights to drive continuous improvement and strengthen service excellence.
* Collaborate with R&D, Product Management, and Marketing to integrate service readiness and feedback into product lifecycle planning.
* Build strong relationships with key customers and industry partners, representing Philips at strategic forums and engagements.
* Oversee training, capability development, and knowledge management for the global field support community.
* Lead organizational transformation, fostering innovation, agility, and a culture of high performance.
* Manage budgets, resources, and performance goals, ensuring alignment with global business targets.
* Drive succession planning and talent development, building a diverse, capable, and future‑ready support organization.
You are the right fit if you have
* Bachelor’s or Master’s degree in Biomedical Engineering, Electronics Engineering, IT, Health Sciences, or related field.
* Minimum 8 years of experience (Bachelor’s) or 6 years (Master’s) in Product Support, Medical Devices, Healthcare, or Clinical Operations.
And also preferred:
* Proven leadership in global or regional technical support within a regulated industry.
* Strong expertise in medical imaging (CT/AMI) and healthcare technology.
* Demonstrated results in operational excellence, process transformation, and organizational leadership.
* Certifications in Project Management, Lean, or Six Sigma are advantageous.
How we work together
We believe that we are better together than apart.
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.
This role is a field 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 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 culture of impact with care here.
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