Partner Success & Escalation Coordinator

Job Title

Job Description

In this role you will support global partners by managing technical escalations playing a key role in maintaining service excellence as our international region continues to grow. Youll coordinate a team of Technical Support Consultants (Tier2 specialists) plan resources across different zones manage different stakeholders based on specific demands and make sure remote and onsite support runs smoothly and efficientlyeven in challenging markets. Youll take ownership of partner performance and compliance making independent decisions to keep operations on track and customers satisfied. Along the way youll build strong relationships drive improvements and help create better processes for faster issue resolution.

Your role:

• Orchestrate endtoend technical and clinical support & entitlement for 150 partners serving as the single point of escalation across IR and leadership to secure timely resolution and customer satisfaction.
• Collaborate with technical teams markets and commercial teams to drive fast and effective issue handling.
• Own workforce planning for 20 crosszone Tier2 Technical Support Specialists (TSS) creating and communicating weekly capacity plans that cover all modalities and resolve capacity conflicts with resource planners and CCC management.
• Govern partner escalations: triage prioritize register and drive resolution of technical cases; lead onsite interventions in challenging countries when remote recovery is not feasible.
• Manage tradepartner performance for technical quality and customer experience; define corrective actions track remediation and report outcomes to CS Directors and Market leadership.
• Exercise independent decisionmaking on escalation thresholds alternative actions (including commercial mitigations) and deployment of corrective actions.
• Drive operational compliance (Export Control Regulatory Legal employee safety) embedding controls and checks into daytoday operations in a complex multimarket environment.
• Run remote support operations: intake and qualification of partner requests entitlement verification prioritization initiation of actions and resolution of nontechnical Tier2 requests; escalate to BIU Technical Support when required.
• Coordinate onsite clinical application technical and installation support by identifying required skills securing resources across BIUs/Markets scheduling and maintaining/adapting progress plans.
• Execute SAP service transactions with financial accuracy (service orders purchase orders cost settlement invoicing) to ensure compliant billing and cost control.
• Build and nurture stakeholder relationship - partners CS Market Managers nextlevel support and managementto accelerate issue resolution and strengthen communication flows.
• Lead continuous improvement by analyzing escalation and call data to identify competency gaps; initiate and deliver projects that improve Response Center effectiveness and partner outcomes.
• Monitor total workinprogress daily maintain transparent dashboards/metrics KPIs and provide clear status risk and action reporting; make decisions on Tier2 capacity planning and escalate at the right moment.
  

Youre the right fit if:

• Bachelors degree in Business Administration Information Technology International Business or equivalent; OR completed vocational education with relevant experience.
• Minimum 2 years of experience with a Bachelors degree OR 4 years with vocational education in Customer Service or service operations preferably in the Healthcare industry.
• Experience in Salesforce/ ServiceMax.
• Proven ability to manage technical escalations and partner performance in complex multicultural environments.
• Strong communication and negotiation skills; able to build effective relationships quickly.
• Independent decision-making and proactive problem-solving under pressure.
• Customer-oriented mindset with basic understanding of business financials and SAP transactions.
• Knowledge of compliance requirements (Export Control Regulatory Legal and employee safety).
• English proficiency at minimum C1 level (spoken and written).

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 companys facilities. Field roles are most effectively done outside of the companys main facilities generally at the customers or suppliers locations.

This role is an office role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters and we wont 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 here.
• Discover our rich and exciting history here.
• Learn more about our purpose here.

If youre 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.

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