Philips (Wirtschafts-)Ingenieur (m/f) als Projektmanager/Projektleiter im Product Support für Medizintechnik in Hamburg, Germany

Coordinates T3 activities and internal Field Support projects, plus technical support on demand.

Your challenge

Philips Business Unit Diagnostic X-ray (DXR) has a brought product portfolio covering radiology, fluoroscopy and mammography. With a large installed base and regular new product releases DXR is a very dynamic business. World Class Customer Experience is one of the major principles and targets for Philips as well as for DXR. Customer Service is one of the major drivers for customer experience and Field Support plays a vital role in these efforts, as swift and professional problem solving is key to customer satisfaction.

In this role, you will combine several activities that are pivotal in further improving escalation handling and customer satisfaction. As Global T3 coordinator and Product Support Leader (PSL) you are a functional leader working in a matrixed role spanning Business Unit and market. As Global T3 coordinator, you are responsible for timely handling of all DXR level 3 escalations incl. assignment, follow-up and closure as well as alignment with the markets and BU internal functions. The global T3 coordinator works with our several globally located Field Support teams as well as customers from all markets. As PSL you are furthermore functionally managing a virtual team of service experts from BU and North American market (NA PSS team) incl. managing their activities, setting corrective actions, review resources and team capacities. In addition, the PSL is the central person for communicating vital information to and from the market and BU.

In this role, you will interface with Service, Sales and Marketing on leadership level to better serve our strategic customers and provide oversite of the service/equipment needs. Regular escalation meetings with BU and BG management team provide the required support as well as high visibility in BU as well as in markets.

Your responsibilities

  • Coordinating global Field Support team and functionally leading virtual North American PSS team being accountable for escalation and case handling KPI, including reporting out to market and BU leadership, supporting effective communication between global Field Support teams and other departments such as R&D, Marketing or Q&R

  • Responsible for daily management and operational performance of KPI's incl. yearly review and definition of a set of objectives and KPIs across all BU locations and in alignment with NA market (for virtual PSS team)

  • Responsible for the elimination of roadblocks in processes in daily business as well as structurally by analyzing driving continuous improvement activities related to operational processes in alignment with all BU locations and markets in cooperation with the MPM.

  • Responsible for monitoring of escalations and cases for trending issues and being involved in global decision making process for fixed or trending issues (FCO vs. Spare Part vs. nothing)

  • Support service and customer experience activities and if required lead, perform or support technical investigations in Field Support team.

  • virtual PSS team)

  • Responsible for the elimination of roadblocks in processes in daily business as well as structurally by analyzing driving continuous improvement activities related to operational processes in alignment with all BU locations and markets in cooperation with the MPM.

  • Responsible for monitoring of escalations and cases for trending issues and being involved in global decision making process for fixed or trending issues (FCO vs. Spare Part vs. nothing)

  • Support service and customer experience activities and if required lead, perform or support technical investigations in Field Support team.

Your team

DXR Field Support is the only customer-facing department in BU DXR. Reporting into the Customer Service organization it is a key function in solving customer problems efficiently and professionally. Field Support is the BU link into the market organizations for technical matters and providing solutions to the field as well as insights regarding trend issues into R&D. With their deep product and component experience Field Support has a high impact on service cost and is key to customer experience.

Our offer

DXR Field Support is a global organization located in several international locations and working with all customers worldwide, which provides a deep insight in various challenges in different markets and provides the opportunity to work with many different cultures. Field Support is highly dynamic with ever changing technical, but also business related challenges. Owning a key position in these activities will allow you to have a maximum impact on DXR KPIs as well as especially cost and customer satisfaction and thus will provide you with high visibility also to BU senior leadership.

Your profile

  • 5+ years of experience in Project/Program Management or related industry experience

  • Experience in Healthcare Imaging Systems or Field Service on management or engineering level

  • Technical expertise in e.g. network administration (WCNA or CCNA), detectors technologies or medical systems (preferably imaging systems) desirable

  • Strong business acumen, negotiation skills and analytical/problem solving skills with ability to convert data into information and actions

  • Strong and proven background in LEAN Management (Expert certification) is an asset

  • Ability to effectively manage and lead multiple projects with strong results orientation, including setting priorities, making commitments and delivering on time and on budget

  • Excellent interpersonal skills and ability to influence effectively in a team-based organization across multiple locations and with management and individuals of various levels

  • High customer and business focus

  • Fluent in English; German language skills are desirable

Why should you join Philips?

Working at Philips is more than a job. It’s 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 at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . 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 it’s like working for Philips at a personal level, visit the Working at Philips page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .