Director, SW Services & Support

Job TitleDirector, SW Services & Support

Job Description

Job Summary:

The purpose of this role is to provide strategic leadership and direction for the delivery of post-sale services and support to customers. The SW Services & Support Director plays a critical role in managing all facets of customer retention, including participating in the resolution of customer concerns and developing a customer contact strategy. The SW Services & Support Director is driven with proven leadership abilities and compliments in achieving our world-class levels of customer satisfaction. He/She is a dynamic and self-motivated individual who will be involved in building a strong team. The SW Services & Support Director is a people-manager and is customer-facing. He/She is responsible handling and overseeing the most critical, escalated issues that are raised through either software implementation projects, technical support or through customer account management.

Key Areas of Responsibility:

  • Identifies areas of service delivery improvement and value add to the customer
  • Liaises between customers, R&D and sales to resolve support and service inquiries
  • Manages escalations, when necessary, and ensures service recovery and other actions to resolve service & support-related issues
  • Selects, develops and evaluates Level 2 support engineers, Customer Success Management personnel, customer support managers and implementation managers
  • Participates with other senior leaders to establish strategic plans and objectives related to customer service and support, representing local requirements and needs
  • Serve as the internal advocate for customers within a designated region, helping to drive support and programs in order for the customer to achieve their business objectives.
  • Act as a direct point of contact within the customer operations organization for executive escalations and customer success management team to drive resolution of product and support issues, and communicate within the organization to meet the customer’s needs.
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships
  • Understand local customers’ environments, local challenges and regulations and leverage this information to ensure overall customer success with our products and support
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships

What we’re Looking for:

  • Experience interacting with executives and key customers. Interactions frequently involve special skills, such as negotiating with customers.

Experienced and ready to lead change management across multiple teams and disciplines.

  • Experience addressing, managing and resolving complex and abstract problems and is also an escalation point for devising action plans to resolve challenges.
  • Experience working on complex issues where analysis of situations or data requires an in-depth knowledge of the company, industry and environment.
  • Experience with corporate development of methods, techniques and evaluation of service delivery

Please note this position will require travel upwards of 75%

Specific skill requirements for this role include:

  • Requires a minimum of 8 years’ experience and a Bachelor’s degree or a Master’s degree/PhD with 5 years’ experience
  • Experience working with a remote, diverse team in a fast-paced environment
  • Experience in a customer facing role implementing solutions or providing service with a high level of accountability
  • Experience in Service level reviews, reporting and management
  • Technical program or project management experience preferred

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans’ Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.


In case of difficulties with your job application please send an email to [email protected]

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