Technical Account Manager (Chicago)

Job Title

Job Description

In this role, you have the opportunity to execute defined deliverables documented in a services agreement; to represent Philips vision, strategy, roadmaps, and position to their assigned customer, and to represent their assigned customer’s requirements, investments, and strategy to Philips services, sales, and marketing leadership. This role is responsible for maintaining the Services relationship at all levels within the account to include interactions with hospital executives, Physicians, Clinicians, and administrative staff. The Technical Account Manager has full responsibility related to all activities, relationships, and communications between the customer and Philips for satisfactory delivery of service, installations, escalation, and resolution of issues.

Your role:

• Lead cross-functional teams to tackle complex customer needs, develops strategic plans aimed at fostering deeper customer relationships and drive sustained value over the long term.
• Support customers in resolving point-in-time moderate technical challenges, provide timely assistance and advanced guidance to address specific issues and ensures uninterrupted operations. Serve as the primary liaison between customers, account teams, and internal departments, facilitate the resolution of moderate product and support issues, and ensure effective communication within the organization to meet customer needs and enhance satisfaction.
• Review documentation of assigned customers’ environment, utilize deep knowledge to ensure the overall health and optimal performance of the system, and effectively oversee ongoing operations and address potential issues as they arise.
• Offer advanced strategic guidance and practical technical assistance to facilitate the planning, maintenance, expansion, and enhancement of solutions using industry-standard practices, while actively ensuring the operational well-being of customers' company environments.
• Formulate optimization suggestions, consults stakeholders on shipment plans, and negotiate changes in destination, costs, frequency, and transport time to ensure efficient logistics operations and meet business requirements. Track moderate outstanding support issues, engages with customer support to drive speedy resolution, and collaborates with product management or third parties to prioritize defect resolution and system/product enhancements.

You're the right fit if:

• Associate degree required, Bachelor’s degree in related field preferred.

• Demonstrated experience in successful relationship management with individuals of various backgrounds and organizational levels. Effective customer service, problem solving and conflict resolution skills.

• Proficient understanding of hospital IT infrastructure, including network, firewall, and virtualized server environments.

• Working knowledge of the Hospital environment and workflows. Knowledge of Monitoring Systems (bedside devices, central stations, EMR charting, etc.).

• Ability to travel up to 30% within the United States required.

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This 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 all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.

• Discover our rich and exciting history.

• Learn more about our purpose.

• Learn more about our culture.

Philips Transparency Details

The pay range for this position in IL is $87,000 to $140,000 annually.  The actual base pay offered may vary depending on multiple factors including, job-related knowledge/skills, experience, business needs, geographical location, and internal equity.  

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

Additional Information

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position. 

For this position, you must reside in or within commuting distance to Chicago and be able to travel up to 75% in the market.

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.