Job Title RSE/TSS manager Job Description RSE & TSS Manager To lead the Remote and Zone Technical Support teams to deliver effective Operational and Customer excellence through strong Zone and Europe Market collaboration. Your role: Key focus on quality in everything we do, driving and maintaining adherence to processes and standards. Have a customer first mindset, ensuring the customer experience is consistent and prioritised in everything we do. Responsible for the overall management of the remote and technical support engineering teams; ensuring your team maintain the required levels of training and knowledge to ensure compliant service delivery. Drive improvement in all aspects of Operational KPI performance in line with European goals and future ambitions. Lead the change and promote a Remote first culture within the wider service operations team, leading to operational efficiencies and service delivery cost reductions. Engage and promote ways of working with the European SOC structure to drive increased levels of technical knowledge and service excellence. Overall responsibility for Escalation management and process adherence. Ensure Daily management in place for all key operational KPIs as agreed and in-line with the SOC. Maintain communication and engagement with all stakeholders at zone and Market levels. • Have oversight of Zone TSS priorities such as NPI, FOK support required. Engage with key stakeholders to ensure appropriate allocation of team resources From competitive salary performance bonus and car allowance, to family friendly policies, flexible benefits and access to Philips University, a career at Philips comes with all sorts of wonderful benefits. Be sure to speak to your recruiter about all the benefits on offer. You're right for the role if: You can demonstrate strong and effective leadership and communication skills across a multidisciplinary and multi-modality team, delivering operational effectiveness. You can be an ambassador for change able to embrace new and collaborative ways of working both in the zone and within the Europe organisation. You have the capability to deliver cost-of-service and operational efficiencies, leveraging our Digital tools & platforms. How we work together We believe that we are better together than apart. This means working in-person at least 3 days per week from our Farnborough, Hampshire office 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. About Philips UKI In the UK, we are recognised as a Disability Confident employer and are proud to be part of the Armed Forces Covenant & Mental Health at Work Commitment. We welcome all applicants including those from minority backgrounds, LGBTQIA and individuals living with a disability. Because we are at our best when you are, you can safely share any reasonable tools or adjustments needed during our recruitment process and beyond. For more information, read our Inclusion and Diversity Policy and, to know more about your Human Rights, we encourage you to view this report. LI-EU LI-Field