841 Philips jobs in North Andover

Job Overview

The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.

You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities

Customer Strategy & Experience

• Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.

• Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.

• Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.

• Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.

• Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.

Operational Excellence & Innovation

• Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.

• Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.

• Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.

• Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.

• Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.

Team Leadership & Culture

• Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.

• Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.

• Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.

Financial & Cross-Functional Leadership

• Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.

• Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.

• Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.

• Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.

Qualifications

• 15+ years of progressive leadership experience in global customer support or technical services roles.

• Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability

• Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle

• Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes

• Demonstrated success building high-performing, inclusive teams and leading through organizational change

• Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies

• Exceptional communication and executive presence, with the ability to influence stakeholders at all levels

• Passion for customer advocacy and ongoing service innovation

EEO Statement

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at .

Compensation and Benefits

We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.

The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable.

Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here:

Position Summary

The Technical Support Controller monitors fleet performance on a daily basis and provides recommendations for preventative maintenance, ongoing troubleshooting and/or aircraft recovery. The position reports to the Manager of Maintenance Operations Center (MOC).

Essential Responsibilities

• Monitor delays, pilot irregularity reports and other technical interruptions
• Identify necessary actions and provide instructions to prevent recurring interruptions. Coordinate with planning, Aircraft on Ground (AOG) and MOC to schedule and allocate parts/tooling for follow up actions
• Research, develop an action plan with aircraft manufacturing representatives to recover aircraft that are hard AOG
• Perform complex tasks as a joint venture with front line techs to improve skills and competencies
• Maintain and distribute records of actions and resolutions
• Periodically report trends and recommendations to Tech Manager(s) and Air Transport Association (ATA) responsible Engineers. Collect front line data that will attribute to organizational effectiveness
• Assist in identifying necessary manual revisions or issuing Info Notices and/or Maintenance Alert Bulletins (MABs) for more effective troubleshooting. Support the Save Our Spares (SOS) and No Fault Found (NFF) policy programs
• Reviews Service News Letters (SNLs) and Airline Operator Telex (AOTs) for troubleshooting information
• Liaise with ATA Engineer, MOC and provide technical assistance and guidance in troubleshooting assignments for Blue Maintenance cities to reduce out of service (OOS) time
• Act as a leader during road trips to reduce OOS times when requested
• Review aircraft Health Diagnosis software (Health Monitoring software DFDR) for symptoms of system degradation and issue appropriate action
• Perform additional duties and responsibilities as assigned to achieve departmental and company objectives

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma with five (5) years' experience in aircraft maintenance, aircraft systems and troubleshooting with a part 121 operator; OR Bachelor's degree in Engineering with five (5) years' experience in aircraft maintenance
• Valid Federal Aviation Administration (FAA) Airframe and Powerplant Certificate
• Strong ability to troubleshoot complex aircraft system
• Knowledge of aircraft maintenance processes and procedures
• Strong knowledge of aircraft documentation (Aircraft Maintenance Manual (AMM), Illustrated Parts Catalog (IPC), Fault Isolation Manual (FIM)/Troubleshooting Manual (TSM), Wiring Diagrams (WD), Aircraft Schematic Manual (ASM), etc.)
• Diverse experience in all aspects of technical operations and aircraft systems
• Available for overnight travel (30%)
• Available to travel to support the recovery of OOS aircraft when needed and on short-notice
• In possession of or the ability to obtain valid travel documents with the ability to travel unrestricted in and out of the United States
• Depending on location, may need to acquire and maintain a United States Customs Clearance
• Must be able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge
• Must pass a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Bachelor's degree in Engineering or Aircraft Maintenance Management
• Experience with E190 and Airbus A320/A321/A220 aircraft
• Knowledge of Microsoft Project, Word, PowerPoint and Excel
• Strong organizational, communication and team building skills

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Must fulfill safety accountabilities as prescribed by JetBlue's Safety Management System
• Promote JetBlue's #1 value of safety as a Safety Ambassador, supporting JetBlue's Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR))
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Uphold JetBlue's safety performance metric goals and understand how they relate to their duties and responsibilities
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment and occasional field service
• Present for core business hours with occasional off hours support

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

Compensation:

• The base pay range for this position starts at $118,000.00 per year. Base pay is one component of JetBlue's total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.

• Act as a primary point-of-contact for users of the SciSure platform through our Support Desk (Zendesk), helping them resolve issues, answer product-related
  questions, and ensure a smooth user experience
• Develop and maintain product expertise on the SciSure platform’s capabilities, as well as a high-level understanding of the platform’s architectural and software design
• Troubleshoot and resolve issues by identifying root causes and guiding users through solutions
• Escalate complex issues to engineering or product teams for further investigation
• Facilitate conversations between customers and the engineering teams to ensure a consistent service experience
• Monitor and report on recurring issues and customer feedback to help improve the product and support processes
• Assist customers with specialized migration and configuration requests
• Contribute to writing and updating product documentation within the SciSure Knowledge Base
• Advocate for the customer experience and identify opportunities for improving our services and products
• Provide first-line support to customers and partners using the SciSure Developer Hub

• 1-2 years experience working in a customer service or IT position, preferably supporting a SaaS product
• Customer-centric mindset who goes above-and-beyond to address and advocate for the customer’s needs
• Tech-savvy, capable of quickly picking up and mastering web-based technologies
• Strong analytical skills, detail-oriented with a passion for troubleshooting and investigation
• Excellent written and verbal communication skills
• Proven ability to work effectively in a team environment
• Organized and self-disciplined, able to take on multiple tasks at the same time and drive results
• Degree or equivalent education in relevant fields such as computer science or IT preferred
• Experience working with the following platforms: MS Office, Zendesk, JIRA
• Experience with web-based technologies (ex. APIs, SDKs) a plus

Job DescriptionJob DescriptionAbout SciSure At SciSure, we believe scientific progress shouldn’t be hindered by fragmented systems, inefficiencies, or compliance burdens. Formed through the merger of eLabNext and SciShield, we’re building a unified ecosystem where research, safety, training, and operations seamlessly connect—empowering scientists and organizations to focus on discovery. Introducing the first and only Scientific Management Platform (SMP)—a groundbreaking solution designed to simplify and accelerate scientific progress. For too long, scientific organizations have struggled with disconnected technologies that add complexity and risk. We envision a future where scientists, lab operations, and EHS professionals collaborate effortlessly, trust their digital tools, and drive innovation without compromise. Join us in shaping the future of scientific research. Learn more at
The Technical Support Specialist role serves as the primary critical escalation point for providing technical assistance to customers and team members using the SciSure platform. As a technical product expert, you will be responsible for managing the SciSure user relationship when product-based issues arise by maintaining all information in our support ticketing queue, including reviewing, organizing, and loading data provided by customers. Additionally, you will act as a key liaison between our customers and our engineering and service teams to submit incident reports, facilitate further investigation, and inform customers of our team’s progress towards resolving issues.

This role will report to the Director of Customer Success and will coordinate with both customer- and product-facing teams within the company. To be successful, you must possess strong interpersonal skills to effectively translate and communicate technical knowledge to any customer, regardless of their background or role.Responsibilities

• Act as a primary point-of-contact for users of the SciSure platform through our Support Desk (Zendesk), helping them resolve issues, answer product-related
  questions, and ensure a smooth user experience
• Develop and maintain product expertise on the SciSure platform’s capabilities, as well as a high-level understanding of the platform’s architectural and software design
• Troubleshoot and resolve issues by identifying root causes and guiding users through solutions
• Escalate complex issues to engineering or product teams for further investigation
• Facilitate conversations between customers and the engineering teams to ensure a consistent service experience
• Monitor and report on recurring issues and customer feedback to help improve the product and support processes
• Assist customers with specialized migration and configuration requests
• Contribute to writing and updating product documentation within the SciSure Knowledge Base
• Advocate for the customer experience and identify opportunities for improving our services and products
• Provide first-line support to customers and partners using the SciSure Developer Hub

Requirements

• 1-2 years experience working in a customer service or IT position, preferably supporting a SaaS product
• Customer-centric mindset who goes above-and-beyond to address and advocate for the customer’s needs
• Tech-savvy, capable of quickly picking up and mastering web-based technologies
• Strong analytical skills, detail-oriented with a passion for troubleshooting and investigation
• Excellent written and verbal communication skills
• Proven ability to work effectively in a team environment
• Organized and self-disciplined, able to take on multiple tasks at the same time and drive results
• Degree or equivalent education in relevant fields such as computer science or IT
• Experience working with the following platforms: MS Office, Zendesk, JIRA
• Experience with web-based technologies (ex. APIs, SDKs) a plus

Location Boston, MA (Remote)
 

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• Act as a primary point-of-contact for users of the SciSure platform through our Support Desk (Zendesk), helping them resolve issues, answer product-related
  questions, and ensure a smooth user experience
• Develop and maintain product expertise on the SciSure platforms capabilities, as well as a high-level understanding of the platforms architectural and software design
• Troubleshoot and resolve issues by identifying root causes and guiding users through solutions
• Escalate complex issues to engineering or product teams for further investigation
• Facilitate conversations between customers and the engineering teams to ensure a consistent service experience
• Monitor and report on recurring issues and customer feedback to help improve the product and support processes
• Assist customers with specialized migration and configuration requests
• Contribute to writing and updating product documentation within the SciSure Knowledge Base
• Advocate for the customer experience and identify opportunities for improving our services and products
• Provide first-line support to customers and partners using the SciSure Developer Hub

• 1-2 years experience working in a customer service or IT position, preferably supporting a SaaS product
• Customer-centric mindset who goes above-and-beyond to address and advocate for the customers needs
• Tech-savvy, capable of quickly picking up and mastering web-based technologies
• Strong analytical skills, detail-oriented with a passion for troubleshooting and investigation
• Excellent written and verbal communication skills
• Proven ability to work effectively in a team environment
• Organized and self-disciplined, able to take on multiple tasks at the same time and drive results
• Degree or equivalent education in relevant fields such as computer science or IT preferred
• Experience working with the following platforms: MS Office, Zendesk, JIRA
• Experience with web-based technologies (ex. APIs, SDKs) a plus

This range is provided by The Phoenix Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $75,000.00/yr - $00,000.00/yr Direct message the job poster from The Phoenix Group Deliver prompt, knowledgeable onsite and remote technical support for local staff. Maintain the integrity and performance of desktop and user-facing technologies. Meet service targets and resolution timelines as defined by internal support metrics. Track and manage office IT equipment inventory as assigned by the technology team. Assist with office tech setup for relocations, expansions, and technology refreshes. Offer feedback and suggestions to enhance support processes and systems. Deploy and configure desktops, laptops, peripherals, and associated hardware. Participate in departmental travel, approximately 30%, to support regional locations. What You’ll Bring 3+ years of experience in an end-user IT support or helpdesk environment. Proficiency in business productivity software (e.g., Microsoft 365 suite, cloud-based document systems). Strong grasp of core networking concepts and desktop hardware/software troubleshooting. Experience supporting enterprise-grade printers, multifunction devices, and related peripherals. Familiarity with iOS devices and mobile device management (MDM) tools. Ability to provide guidance and informal training to users on hardware and applications. Bachelor’s degree in IT, computer science, or a related discipline is preferred. The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Information Technology Industries Staffing and Recruiting Referrals increase your chances of interviewing at The Phoenix Group by 2x Inferred from the description for this job Medical insurance Vision insurance 401(k) Get notified about new Technical Support Specialist jobs in Boston, MA . Boston, MA $50, 00.00- 60,000.00 2 weeks ago Cambridge, MA 65,000.00- 70,000.00 1 day ago Boston, MA 70,000.00- 80,000.00 4 days ago Boston, MA 70,000.00- 100,000.00 1 day ago Boston, MA 90,000.00- 100,000.00 3 weeks ago Service Desk Specialist / IT Support Specialist Bedford, MA 55,000.00- 62,000.00 3 weeks ago Bedford, MA 65,000.00- 85,000.00 3 weeks ago Technical Service Specialist - Boston, MA Boston, MA 75,000.00- 100,000.00 4 hours ago Waltham, MA 36,000.00- 68,000.00 3 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr

Position Summary The Technical Support Controller monitors fleet performance on a daily basis and provides recommendations for preventative maintenance, ongoing troubleshooting and/or aircraft recovery. The position reports to the Manager of Maintenance Operations Center (MOC). Essential Responsibilities Monitor delays, pilot irregularity reports and other technical interruptions Identify necessary actions and provide instructions to prevent recurring interruptions. Coordinate with planning, Aircraft on Ground (AOG) and MOC to schedule and allocate parts/tooling for follow up actions Research, develop an action plan with aircraft manufacturing representatives to recover aircraft that are hard AOG Perform complex tasks as a joint venture with front line techs to improve skills and competencies Maintain and distribute records of actions and resolutions Periodically report trends and recommendations to Tech Manager(s) and Air Transport Association (ATA) responsible Engineers. Collect front line data that will attribute to organizational effectiveness Assist in identifying necessary manual revisions or issuing Info Notices and/or Maintenance Alert Bulletins (MABs) for more effective troubleshooting. Support the Save Our Spares (SOS) and No Fault Found (NFF) policy programs Reviews Service News Letters (SNLs) and Airline Operator Telex (AOTs) for troubleshooting information Liaise with ATA Engineer, MOC and provide technical assistance and guidance in troubleshooting assignments for Blue Maintenance cities to reduce out of service (OOS) time Act as a leader during road trips to reduce OOS times when requested Review aircraft Health Diagnosis software (Health Monitoring software DFDR) for symptoms of system degradation and issue appropriate action Perform additional duties and responsibilities as assigned to achieve departmental and company objectives Minimum Experience and Qualifications High School Diploma or General Education Development (GED) Diploma with five (5) years' experience in aircraft maintenance, aircraft systems and troubleshooting with a part 121 operator; OR Bachelor's degree in Engineering with five (5) years' experience in aircraft maintenance Valid Federal Aviation Administration (FAA) Airframe and Powerplant Certificate Strong ability to troubleshoot complex aircraft system Knowledge of aircraft maintenance processes and procedures Strong knowledge of aircraft documentation (Aircraft Maintenance Manual (AMM), Illustrated Parts Catalog (IPC), Fault Isolation Manual (FIM)/Troubleshooting Manual (TSM), Wiring Diagrams (WD), Aircraft Schematic Manual (ASM), etc.) Diverse experience in all aspects of technical operations and aircraft systems Available for overnight travel (30%) Available to travel to support the recovery of OOS aircraft when needed and on short-notice In possession of or the ability to obtain valid travel documents with the ability to travel unrestricted in and out of the United States Depending on location, may need to acquire and maintain a United States Customs Clearance Must be able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge Must pass a pre-employment drug test Must be legally eligible to work in the country in which the position is located Authorization to work in the US is required. This position is not eligible for visa sponsorship Preferred Experience and Qualifications Bachelor's degree in Engineering or Aircraft Maintenance Management Experience with E190 and Airbus A320/A321/A220 aircraft Knowledge of Microsoft Project, Word, PowerPoint and Excel Strong organizational, communication and team building skills Crewmember Expectations: Regular attendance and punctuality Potential need to work flexible hours and be available to respond on short-notice Able to maintain a professional appearance When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun Must fulfill safety accountabilities as prescribed by JetBlue's Safety Management System Promote JetBlue's #1 value of safety as a Safety Ambassador, supporting JetBlue's Safety Management System (SMS) components, Safety Policy and behavioral standards Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR)) Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls Uphold JetBlue's safety performance metric goals and understand how they relate to their duties and responsibilities The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position. Equipment: Computer and other office equipment Work Environment: Traditional office environment and occasional field service Present for core business hours with occasional off hours support Physical Effort: Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary) Compensation: The base pay range for this position starts at $118,000.00 per year. Base pay is one component of JetBlue's total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more. #J-18808-Ljbffr

Year Up United is a one-year or less, intensive job training program that provides young adults with in-classroom skill development, access to internships and/or job placement services, and personalized coaching and mentorship. Year Up United participants also receive an educational stipend.

The program combines technical and professional training with access to internships and job placement support through our industry-leading talent placement firm YUPRO Placement. If you receive an internship, it may be at Harvard University, Wayfair, Salesforce, or Wellington Management among other leading organizations in the Greater Boston area.

Are you eligible?
You can apply to Year Up United if you are:
- A high school graduate or GED recipient
- Eligible to work in the U. S.
- Available Monday-Friday throughout the duration of the program
- Highly motivated to learn technical and professional skills
- Have not obtained a Bachelor s degree
- You may be required to answer additional screening questions when applying

What will you gain?
Professional business and communication skills, interviewing and networking skills, resume building, ongoing support and guidance to help you launch your career. During the internship phase, Year Up United students earn an educational stipend of $525 per week.

In-depth classes include:
- Banking
- Business Operations
- IT Support
- Investment Operations
- Project Management
- Network Security & Support

Get the skills and opportunity you need to launch your professional career.
75% of Year Up United graduates are employed and/or enrolled in postsecondary education within 4 months of graduation. Employed graduates earn an average starting salary of fifty-three thousand dollars per year.