Customer Support Operations Manager

About the role

Philips is seeking a Customer Support Operations Manager to lead its New Zealand Engineering team in Auckland. The role focuses on strategic leadership, service efficiency, and delivering an excellent customer experience across healthcare imaging, information and monitoring systems.

Key responsibilities

• Manage escalations and act as the local point of contact to ensure services meet customer needs and SLA commitments.
• Coordinate cross‑functional teams, work with sales and project management, and drive revenue through time‑and‑material and out‑of‑contract work.
• Oversee P&L for customer support services, recruit and retain engineers, and develop workforce planning.
• Coach and mentor the engineering team, ensure health and safety compliance, and maintain accurate install‑base records.

Required profile

• Bachelor’s degree in engineering, healthcare or science with field service engineering experience.
• Proven track record in change management, leading high‑performing engineering teams, and managing P&L.
• Strong analytical and decision‑making abilities, excellent communication and stakeholder management.
• Full NZ driver’s licence, NZ working rights and ability to travel as needed.

Required skills

• Experience with service level agreement (SLA) management.
• Ability to use analytics tools for business optimisation.
• Conflict resolution and negotiation skills.