Phil Procida Email & Phone Number

Augusta, GA, US

Amsterdam, Noord-Holland, NL

• Led a 24/7, multi-level international support team, including Senior Managers, Product Specialists, and Support Engineers dedicated to the support and maintenance of Philips Enterprise Informatics products and.
• Responsible for the management and resolution of all customer escalations, ensuring efficient and effective outcomes.
• Enhanced organizational KPIs, focusing on service quality and customer satisfaction, utilizing data-driven strategies for continuous improvement.
• Collaborated with Sales, Product Management, and Senior Leadership to drive strategic initiatives for revenue growth and customer retention.
• Transformed customer experience through advanced service delivery models, creating value-added services and incorporating customer feedback.
• Partnered with R&D to champion the enhancement of product serviceability, defect management and scoping, driving improvements in both product design and customer satisfaction.Organizational Overview:

Amsterdam, Noord-Holland, NL

• Managed a geographically diverse team consisting of Senior Managers, Technical Account Managers, and Support Engineers responsible for supporting and overseeing our Philips Radiology Enterprise Informatics solutions.
• Developed and executed strategic support roadmaps, including workforce planning and process improvement. Achieved and monitored KPIs for individual, team, and organizational performance.
• Initiated and led the establishment of the Technical Account Management (TAM) team, developingkey processes, playbooks, growth and retention strategies, and collaborative methodologies tostreamline operations and.
• Collaborated cross-functionally with Customer Success, Account Executives and R&D to address customer needs, resolve escalations, and contribute to product roadmap discussions.
• Assumed complete ownership of all customer-related outcomes, encompassing service delivery, escalations, and incident/problem management.
• Partnered with R&D and Development to drive effective problem management, focusing on root cause analysis and implementing strategic solutions across customer install base.Organizational Overview:

Amsterdam, Noord-Holland, NL

• Spearheaded global New Product Introduction (NPI) and First of Kind (FOK) teams responsible for the Radiology Enterprise Informatics solution suite, ensuring successful market entry and innovation.
• Managed a diverse and skilled team comprising of Product Support Engineers, Project Managers, Technical Consultants, Technical Writers, and Serviceability Engineers, fostering a collaborative and dynamic work.
• Advocated for and facilitated close collaboration with cross-functional teams at every stage of the product development life cycle, ensuring efficient communication and alignment of objectives.
• Played a pivotal role in the development process by defining and communicating precise "Design for Service" specifications, enhancing product quality and integration capabilities.
• Assumed responsibility for the comprehensive management of initial product implementation, testing, and customer support for each release. This included meticulous planning, rigorous troubleshooting, extensive training.
• Managed contract service agreements over $60 million, leading 15 Direct Reports across NAM and EMEA

Amsterdam, Noord-Holland, NL

• Oversaw 24x7 service and support operations (Tier1-2) for Philips Radiology and Cardiology Informatics customers across North America, LATAM, and EMEA.
• Managed a dynamic team of Remote Support Engineers, Field Services Engineers, Technical Support Specialists, and Application Consultants.
• Held responsibility for customer escalations, service recovery plans, and crucial stakeholder relationships, ensuring satisfaction and resolution.
• Established robust communication channels with software development teams, addressing design, reliability, and maintenance concerns promptly.
• Implemented streamlined processes to enhance technical support teams and elevate the overall customer experience, including workflow and incident management.
• Took ownership of team productivity and capacity planning, optimizing support center workflow, and developing metrics to deliver exceptional customer service.Organizational Overview:

Amsterdam, Noord-Holland, NL

• Managed a team of 20 Technical Support Engineers, providing comprehensive support to North American customers.
• Oversaw issue resolution, escalations, service recovery plans, and projects within the region.
• Facilitated cross-functional collaboration with Marketing, Sales, and Engineering teams/
• Provided training, coaching, and mentorship to support staff.
• Implemented tailored policies, processes, and support structures to enhance customer satisfaction and engagement.
• Functioned as the technical escalation point for complex customer escalations and issues.

Amsterdam, Noord-Holland, NL

• As a Tier 2 Engineer, provided technical support for Philips Radiology and Cardiology Informatics Systems across North America.
• Demonstrated proficiency in addressing complex issues, including network, hardware, database, infrastructure, and OS problems, while effectively managing customer escalations and critical change requests.
• Took an active role in triaging customer sites and contributed to junior engineers' training and professional development.
• Participated in the installation and upgrade of customer systems to ensure optimal functionality.
• Served as a subject matter expert and knowledge base reviewer, ensuring the accuracy and relevance of technical documentation.

Philadelphia, PA, US

• Led daily operations of Enterprise PACS, RIS, and Voice Recognition System at Temple University Health System.
• Provided hands-on direction, maintained training, and managed budgets while serving as the technical escalation point for executives.
• Developed departmental goals, collaborated with managers, and ensured high standards of performance and service improvement.

Mortsel, BE

• Managed and installed Enterprise Healthcare Picture Archive and Communication Systems (PACS) for clients in the Greater Philadelphia Area.
• Proficient in configuring, installing, and troubleshooting PACS software on various platforms, including Solaris 2.6, Windows NT server, Oracle 7, and Microsoft SQL.
• Conducted software installations and upgrades on Solaris and Windows NT servers.
• Specialized in hardware troubleshooting and repair for Sun and Dell workstation/servers, as well as hardware/software installations and repairs for AGFA Dicom CR modalities, transmit stations, film printers, and.

Washington, DC, US

Installed, configured, and maintained Solaris and Windows based Theater Battle Management Systems for Marine Forces Pacific ensuring 24x7 operational capability.Performed software installations and upgrades to Solaris and Windows NT servers.