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Customer Care Manager – Ultrasound (Bothell, WA)

By proactively identifying customer challenges, prioritizing their needs, and leading the development and implementation of effective solutions, this role is essential for ensuring exceptional satisfaction among both market leaders and customers for new product introductions.

Your role:

+ Serves as the Subject Matter Expert (SME) for product and customer performance analysis, providing advanced insights and guidance on complex data trends and performance issues across a portfolio of medical devices. This role ensures that stakeholders receive expert interpretation of data to inform critical business decisions.

+ Leads comprehensive data analysis initiatives to identify systemic product performance issues, leveraging statistical methods and advanced analytics tools to drive data-driven decisions and improvements. These initiatives are designed to proactively uncover trends and root causes that may impact product quality or customer satisfaction.

+ Works under limited supervision and contribute to the development, modification, and execution of organizational policies that impact immediate operations and potentially the entire organization. The position requires independent judgment and the ability to influence policy at multiple organizational levels.

+ Collaborates with cross-functional teams, including R&D, engineering, and quality assurance, to design and implement strategies for improving product reliability, quality, and customer satisfaction based on in-depth performance analysis. This collaboration ensures that data-driven insights are translated into actionable improvements across departments.

+ Develops and maintains advanced performance dashboards, models, and analytical tools that provide real-time insights into key performance indicators (KPIs), supporting proactive decision-making and strategic planning. Additionally, the role involves preparing and presenting performance reports to internal stakeholders, translating complex data into clear, actionable insights that inform product development and support strategies.

You are the right fit if:

+ You’ve gained a minimum of 5 years of professional experience in advanced data analytics; this is an individual contributor position critical for Ultrasound customer satisfaction.

+ You bring expertise in Data Analytics, Regulatory Compliance, Data Interpretation, Root Cause Analysis (RCA), Troubleshooting, Service Operations, Technical Documentation, Customer Service, KPI Monitoring and Reporting, and Product Installation.

+ You hold a bachelor’s or master’s degree in biomedical engineering, electronics engineering, IT, health sciences, or an equivalent field or equivalent years of experience in the medical device or healthcare industry.

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

+ You have experience identifying customer issues, prioritizing needs, coordinating and implementing solutions, and keeping market sales and clinical leaders informed of challenges, mitigations, and solutions. You have strong communication and coordination skills.

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 company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is an office-based role.

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.

+ Learn more about our culture.

Philips Transparency Details:

The pay range for this position in WA $126,000 to $201,000

The actual base pay offered may vary within the posted ranges 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 **or** within commuting distance to Bothell, WA.

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.

Equal Employment and Opportunity Employer/Disabled/Veteran