Job Title
Customer 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 custom

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