Drive the Operational performance of the modality, to ensure an efficient and effective service delivery while maintaining customer satisfaction and process compliance for direct and indirect channels across the Market. You drive operational efficiency through delivery and implementation of Philips remote services in line with the Global strategy.
You will define serviceability and reliability needs and communicate these towards the Market Group and BIU. You will initiate, support and drive Product and Service performance improvement programs within the Market. You will lead a team of field engineers for the modality.
You are responsible for
Monitor and drive Customer Satisfaction and employee engagement, implementing appropriate action plans to drive improvement
Managing and taking ownership of customer complaints and the technical Customer Feedbacks as Key Market Owner
Support Modality Services initiatives for growth in conjunction with the BIU, Global Team and others
Improve the Profitability of the modality, by understanding market performance data. Identify and lead improvement initiatives. Support and drive global and market strategies to increase efficiency and reduce overall costs to business
Work closely with Business Marketing & Commercial and wider district teams to ensure optimum performance of the modality within the market
Drive Operational performance in line with BIU and market norms
Work closely with the districts to lead customer and technical escalations to resolution including consignment service
Advising PMO on technical issues and installation norms. Setting up acceptance reporting for new products
Prepare the AOP: needed FTEs, training costs, tool investments
Initiates FCOs based on UAL delivered by BIU. Assures discrepancies on UAL are communicated to BIU and Installed Base Administrator
Manage/Lead the modality by bringing the national Technical modality leads and wider engineering team together
Monitor the required competencies for the Modality by monitoring the GCS Dashboard and by maintaining a skill matrix and to ensure appropriate training of all resources
New Product Introduction
New Product Introduction (NPI): ensuring timely availability of all needed technical product- and training information, required tooling and serviceability aspects for newly introduced products
Responsible for leading the delivery of Remote services in line with the global strategy in the local market
Plan and monitor training compliance to district and individual needs
Technical liaison with BIU Product & Lifecycle Specialists and Factories (FCO, FSN)
Ensuring timely implementation of Mandatory Actions and Actions for Performance
Perform Service Record Quality Assessment, and follow up on PA compliance
You are a part of
You will enter a team of passionate and driven professionals in the Philips Healthcare Market Benelux organization and you will report to the Operations Service Manager.
To succeed in this role, you should have the following skills and experience
Bachelors degree level education in Electronics or equivalent
Decent understanding of the modality insides and product knowledge
Experience in Customer Services or Customer Relations
Technical product knowledge in expertise domain
Communication and relationship management taking into account cultural and language differences
Green Belt or equivalent certification
Be flexible and adapt to the requirements of the business and our customers.
Excellent interpersonal skills with the ability to interact effectively in a cross functional team within an international matrix organization
Take ownership and be accountable for own actions
Work collaboratively, sharing knowledge and experience
Change Management skills and experience
Driven and self-motivated to succeed and meet business demands
Ability to build & forge strong relationships with teams, individual colleagues, BIU and customers
Strong result orientation, ability to consistently meet and exceed goals
Exhibit cross-functional teamwork to support business growth
Take a lead in coaching & developing individuals
Able to articulate complex procedures, processes and information to others
In return, we offer you
A path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this market-based role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.
Why should you join Philips?
Working at Philips is more than a job. Its a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .
To find out more about what its like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog . Once there, you can also learn about our recruitment process , or find answers to some of the frequently asked questions .
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