Operations / Customer Services Manager

Philips

Job Title

Operations/ Customer Services Manager

Job Description

Job responsibilities:

  • Responsible for the planning and realization of sales in the district and the execution of projects and services ensuring maximizing customer satisfaction.
  • Ensures high level of team work and engagement levels by reviewing business balance scoreboard KPI’s of the district with the District Manager on a monthly basis
  • Monthly meeting with the District Manager and the Regional Customer Services & Operations Manager to review and agree the rolling forecast and latest view
  • Ensure that the order realization process and the service delivery processes in the district are executed according to plan and in line with the blueprint processes
  • Create and execute action plans to improve the operations district KPI’s
  • Manage operations interface with customers:
    • Identification of present and future customer needs by assessing whether the delivered performance and services matches the customer needs
    • Assure that the delivered services are in line with the performance service level agreements as defined in the customer services contracts by performance review of the installed base with the customer on a yearly basis via Management Information Report (MIR)
    • Customer visits and communication to assure increasing levels of customer satisfaction
  • Ownership of District customer complaints:
    • Decide on exceptions with respect to Time & Materials offering and invoicing to avoid financial disputes with the customers (for all customer segments)
  • Communication on customer information:
    • With sales representatives to support the order acquisition process
    • Gather, communicate and document customer information to give input to the customer and market intelligence database
    • Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution
  • People management, including selection, development, goal setting and performance management. Ensure overall high level of talent and engagement levels
  • Ensure un-compromised implementation of the standard Philips business processes, quality standards and standards of business conduct according to Philips policies
  • Responsible for district operations compliance performance within the district and for reporting compliance issues to quality & regulatory functions at regional level:
  • Responsible for district customer feedback performance according to applicable quality standard policy
  • Responsible for executing the service delivery processes in the district ensuring maximum customer satisfaction.
  • Responsible for leading the Field Services Engineers ensuring high level of team work and engagement levels.
  • Manage customer relation:
    • Recognize customer needs by managing escalations and ensures that the delivered performance and services matches the customer needs
    • Assure that the delivered services are in line with the performance Service Level Agreements (SLA’s) as defined in the customer services contracts
    • Assure that all issues raised during the product lifecycle starting from product installation to maintenance are resolved, escalation management and conflict resolution
  • Working with district sales and project management to provide technical input in support of the Order Acquisition Process (OAP) and Order Realization process (ORP): Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution
  • People Management of all Field Services Engineers (FSE) of the district:
    • Coaching the FSE and fine-tune the centrally created long term resource planning with his team and customers

Requirements:

  • Degree level education or equivalent
  • Experience in Customer Services environment
  • Experience with leading across functional team and or Supply Chain
  • Technical expertise will be an advantage
  • Good understanding of the related products and business
  • Fluent in English, verbal and written in addition to local language
  • Good analytical and problem solving skills

Contact

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Confirmed 18 hours ago. Posted 30+ days ago.

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