## Customer Support Team LeadApplylocations: Bogotatime type: Full timeposted on: Posted Todayjob requisition id: ******### Job TitleCustomer Support Team Lead### Job Description**Job Description****Lead with purpose.
Support with expertise.
Improve lives through meaningful work.
**As a **Customer Support Team Lead – North LATAM**, you will play a key role in delivering exceptional customer support while leading the day-to-day coordination of a team of Remote Service Engineers across the region.This position combines technical expertise, customer focus, and people leadership.
You will be responsible for ensuring high-quality service delivery, supporting complex customer escalations, coaching team members, and driving operational excellence across support activities.
Working closely with customers and cross-functional teams, you will help ensure healthcare technologies remain available and performing at their best—ultimately contributing to better patient care.
**Your Role**In this role, you will:* Lead and coordinate a team of Remote Service Engineers supporting customers across North LATAM.
* Provide advanced remote technical support, troubleshooting, and resolution for healthcare systems and solutions.
* Serve as an escalation point for complex technical issues and customer concerns, ensuring timely and effective resolution.
* Drive service excellence by monitoring team performance, service quality, and customer satisfaction.
* Support workload prioritization, case management, and operational execution to achieve service targets.
* Coach and develop team members, fostering technical expertise, customer focus,



and continuous improvement.
* Collaborate with other support functions to deliver seamless customer experiences.
* Identify opportunities to improve processes, knowledge sharing, and operational efficiency.
* Contribute to a culture of accountability, collaboration, and customer-centricity.
**You're the Right Fit If****Experience*** Experience in technical support, customer support, service operations, healthcare technology, IT services, or related environments.
* Proven experience handling customer escalations and complex technical problem-solving.
* Previous experience leading, mentoring, or coordinating technical teams is preferred.
**Skills*** Strong technical troubleshooting and analytical skills.
* Excellent communication and customer relationship management capabilities.
* Ability to coach and develop team members in a fast-paced environment.
* Strong organizational and prioritization skills.
* Customer-focused mindset with a commitment to service excellence.
**Education*** Bachelor's Degree or Technical/Vocational Education in Engineering, Information Technology, Biomedical Engineering, Health Sciences, Computer Science, or a related field.
* Equivalent experience will also be considered.
**Additional Requirements*** Fluent Spanish and advanced English (required).
* Portuguese is a strong plus.
* Experience supporting healthcare IT solutions, medical devices, imaging systems, or clinical environments is preferred.
* Familiarity with service management practices and KPI-driven environments is advantageous.
#J-*****-Ljbffr

📌 Customer Support Team Lead (Bogotá)
🏢 Philips International
📍 Bogotá