Customer Support Team Lead

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
- 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‑

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