{"id":2685763,"url":"https://alion.io/job/philips-customer-support-operations-manager-nz","title":"Customer Support Operations Manager NZ","company":{"id":13838,"name":"Philips","domain":"philips.com","url":"https://alion.io/company/philips-2","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Auckland, New Zealand"],"countries":["NZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":52000,"max_usd":111000,"period":"year","method":"role_country_seniority_unknown","sample_n":21},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-16T07:39:09Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-17T20:49:09Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Title\nCustomer Support Operations Manager NZJob Description\nPhilips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2030. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems.\nYour Opportunity\nWe are currently seeking a Customer Support Operations Manager to join our New Zealand Engineering team based inAuckland. This role is the focal point for all operational service delivery related issues, the Customer Support Operations Manager is crucial to providing strategic leadership in driving profitability, service efficiency and productivity through improved service delivery for the overall Customer Support business and an improved overall customer experience.\nYou will be responsible for leading a high performing team of Field Services Engineers/ Customer Support Engineers across multiple modalities ensuring a high level of teamwork and engagement levels as well as continuing to uphold a customer first mindset. You will be required to travel to support your team and customers when required.\nKey Responsibilities include\nRecognise customer needs by managing escalations as local point of contact to ensure that the delivered performance and services match the customer needs.\nEscalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution.\nAssure that the delivered services are in line with the performance Service Level Agreements (SLA’s) as defined in the customer services contracts.\nAssure that all issues raised during the product lifecycle starting from product installation to maintenance are resolved, including escalation management and conflict resolution.\nCoordinated approach to customer management with cross functional teams\nWorking with district sales and project management to provide technical input in support of the Order Acquisition Process and Order Realization process\nResponsible for achievement of monthly revenue targets through time & materials work, out of contract or relocation work.\nManage P&L of customer support services for defined district.\nDrive new Customer Support initiatives for potential increase to revenue recognition\nRecruitment and retention of engineer team as well as the development of workforce planning and resourcing for success.\nCoaching and mentoring team, ensuring service execution according Philips procedures and processes.\nEnsure health and safety requirements are in place and discussed regularly.\nMaintain Install base accuracy\nEnsure maintenance is completed within Philips guidelines and that it is compliant to the relevant version of business unit service manuals and quality policies and reporting.\nYou're the right fit if:\nIdeally, you will have a bachelor’s degree in either engineering, health care/science and come with previous field service engineering experience and expertise within Healthcare.\nYou will come with a proven track record in change management, leadership, and development of a high performing Engineering team.\nPrevious experience in effectively managing a P&L.\nAbility to use analytics and decision-making tools for streamlining the business.\nYou will have excellent communication and stakeholder management to successfully build and maintain internal and external relationships, as well as solid negotiation and conflict resolution abilities with the ability to influence at all levels within business.\nThe ability to work under pressure, as well as managing conflicting priorities.\nYou will also need to hold a full NZ driver’s license and already have New Zealand working rights.\nPlease note: Police checks will be required during the onboarding process.\nAbout Philips\nWe 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.\nPhilips is an equal opportunity employer committed to building and supporting an inclusive workforce that reflects the diverse communities we operate within. Your application will be fairly assessed, regardless of your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran or disability status.\nWe’re living this commitment through our Reconciliation Action Plan and employee-led resource groups, and we encourage people from all backgrounds, including Aboriginal and Torres Strait Islander, Māori and Pacific Peoples, to apply.\nShould you require assistance during your application process due to accessibility reasons, we will accommodate this upon request.","description_format":"text","description_chars":4739,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Sea Freight","Health & Medical Electronics","Respiratory & Sleep Devices","EHR & Clinical Software"],"lifecycle":[{"event":"open","at":"2026-10-16T07:39:09Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":20,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/philips-customer-support-operations-manager-nz","json_url":"https://alion.io/job/philips-customer-support-operations-manager-nz.json","meta":{"generated_at":"2026-10-17T22:25:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":328,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":13838},"rest":"https://alion.io/mcp/rest/get_company?id=13838"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fphilips-customer-support-operations-manager-nz"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fphilips-customer-support-operations-manager-nz"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fphilips-customer-support-operations-manager-nz"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/philips-customer-support-operations-manager-nz\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fphilips-customer-support-operations-manager-nz"}]}