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Lead Technical Consultant (Ohio-based)

The Lead Technical Consultant will manage the district deliverables, solution reviews, and long-term strategic customer deliverables. You will be an expert in both Portfolio and Product Knowledge, enabling them to collaborate with both sales and service to ensure that technical solutions are implemented as designed, with customer-desired outcomes at the forefront. You will collaborate with the BU and Workforce Innovation Office to ensure that services team members are prepared to deploy and support new technology, serve as the Voice of the Customer (VOC) for both internal and external stakeholders. The Lead Technical Consultant will drive and lead the technical discussion during QBRs, focusing on the customer's current and future state, enabling a shared technical roadmap between the customer and Philips. You will serve as the go-to person for technical expertise related to critical need and down system escalations. You must possess an in-depth understanding of the organization's products, services, and processes, and be capable of providing guidance and support to the escalation management team. The Lead Technical Consultant will be available both during business hours and after hours to manage critical needs and system-down escalations. They will provide on-call support to ensure that escalation management issues are resolved promptly and efficiently, minimizing the impact on customers and stakeholders.

Your role:

• Scoping, designing, building, deploying and/or integrating solutions.

• Fulfilling software implementation deliverables such as detailed design documentation, system build, configuration, and testing.

• Analyzes the unique business, technical and clinical customer requirements to design, build and/or integrate the most appropriate solution.

• Based on customer requirements, serves as a consultant to provide technical recommendations that best suit the environment.

• Mentors and trains customers to maintain their systems.  Is a customer advocate and leverages insights to drive product decisions.

• Resolve technical issues and offer proactive technical support.

• Documentation of solutions to ensure support teams and other consultants can participate in support and onward development.

• Contributes to the collective learning of Philips, seeking to share knowledge globally; assesses and shares repeatable processes that can be leveraged across multiple projects.

• Practices strong configuration management and version control.

• Execute activities as described in the Philips Excellence Process Framework.

• Is a key member of the implementation project and/or service team; fosters collaboration. through sharing experiences, information, perspectives, skills and expertise.

• Drives continuous improvements of our implementation methodology and service offerings based on customer feedback.

• Represents Philips professionally in both customer and internal team situations.

You're the right fit if:

• Has wide-ranging experience in domain and has expert level knowledge of Philips products and services

• Must have at least 4 years of experience as a Technical Consultant or Field Service Engineer

• Completion of required credentials and/or classes in addition to other optional development considerations as shown: at least one Professional Level IT Certification (CCNP, etc.), at least one other Associate Level IT Certification, Consulting Course (ex. Expert2Consultant), Kepner Tregoe trained

• Optional/Preferred: At least one expert level certification (CCIE), Business Improvement Processes Certification (ex. Six Sigma), Presenting with Impact class completion, Finance for Non-Financial managers class completion, Bachelor’s/Master's degree

• Uses domain-specific professional concepts to solve complex problems in creative ways.

• Demonstrates superior negotiating skills both internally and externally on a routine basis.

• Maintain the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship.

• Actively supports changes in the organization evidenced by role modeling the change, verbalizes support during team interactions, and providing constructive feedback.

• Strategically addresses problems and works to develop new or creative approaches to a resolution.

• Works on projects of high complexity where the solution requires an in-depth evaluation of variable factors.

• Leads zone level committee or improvement/educational projects with produced results.

• Volunteers for and/or accepts active role in national level committees or improvement projects with produced results and reports back to team.

• Conducts effective meetings, with a safe environment for voices to be heard, and concludes with clear decisions.

• Identifies and develops strategies to improve customer satisfaction, team processes, and company profitability.

• Has the ability to work with any customer and manage escalations independently.

• Rarely receives instruction on day-to-day work, general instructions on new assignments.

• Consistently works independently.

• Plays an active role in educating and coaching internal resources in area(s) of subject matter expertise and supporting methodology development in area of expertise.

• Viewed as an informal leader of the team as recognized by positive peer feedback and observed interactions by manager.

• Assist manager with interviewing, special projects, and/or designated tasks as assigned.

• Develop team members and upgrade team capabilities through engagement of appropriate resources in addition to practicing active listening, providing coaching, and capitalizing on development opportunities.

• Routinely gives/seeks personal feedback while praising productive behavior and helping to point out unproductive behavior.

• Demonstrates highly effective mentoring skills through the following:

• Positive feedback from peers indicating good communications and follow-up.

• Positive feedback from peers indicating good organization skills and leadership.

• Routinely volunteers and/or readily available to assist fellow teammates.

• Possess strong communication skills and conflict resolution abilities through demonstration of the following: written and oral communication, presentation skills, active listening, non-verbal communications, receptive to feedback from others, respected by team and respectful of others

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

Philips Transparency Details

The pay range for this position is $102,000 to $175,000, 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

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 Ohio.

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.

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.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

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