Philips Customer Services Delivery Manager West Africa (Philips Healthcare Equipment: X-Ray, MRI, CT) in Home Worker, Ghana

About Philips:

For 125 years, Philips has been a leader in building and shaping markets with our meaningful innovations. We have always been guided by our passion to improve people’s lives – true to our vision of making the world healthier and more sustainable through innovation.

In 2014 we announced the next phase of our Accelerate! transformation, moving from a holding company structured around multiple divisions to two stand-alone operating companies – in HealthTech and Lighting Solutions – with the ambition of capturing growth and creating value, both leveraging the trusted Philips brand.

About Philips Africa:

Philips Africa comprises all 54 countries of Africa, from the Cape to Cairo, and from the Atlantic to the Indian Ocean. Philips Africa is headquartered in Johannesburg, South Africa and it has presence in seven other African countries, in the cities of Accra, Algiers, Casablanca, Cairo, Nairobi and Tunis. Philips Africa is definitely one of the growth drivers for Philips.

Why choose Philips:

With a growing presence in cardiology, oncology, and women’s health, Philips Health Systems operates in the key areas of Imaging Systems, Patient Care & Clinical Informatics, Home Healthcare and Customer Services. Within these areas it offers unique business propositions that deliver value throughout the cycle of care - from disease prevention and screening to diagnosis, treatment, therapy monitoring and disease management. Irrespective of whether the care cycle takes the patient from doctor’s office to hospital or hospital to home, or simply from one medical department to another, Philips Health Systems’ unique medical solutions are designed to optimize the quality and flow of patient information and clinical decision making.

Research brings meaningful innovations to market via close collaboration with Healthcare sector. To foster speeding up end-to-end innovation from idea to market, Philips creates the differentiation through clinical domain expertise combined with intelligent and meaningful data transformation. Philips Research Africa plays a key role in realizing this strategic journey by bringing a blend of clinical knowledge, big data analytics, and visualization & software development capability

Job title

Customer Services Delivery Manager West Africa (Philips Healthcare Equipment: X-Ray, MRI, CT)

Reports to

Operations Manager Rest of Africa

Aim of the job

As the focal point for all operational service delivery related issues the Services Delivery Manager is responsible for executing the service delivery processes under the project ensuring maximum customer satisfaction.

Responsible for leading the Field Services Engineers ensuring high level of team work and engagement levels ensuring strong service delivery performance to the end customer.

Key Areas of Responsibility

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

  • Customer visits and communication around operational issues to assure increasing levels of customer satisfaction

  • Ensure correct end to end call management process in alignment with the CCC manager Africa including local sourcing of parts, parts logistics and escalation management

  • Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution

  • Escalate customer owners issues to ensure proper documented follow up/recognition at the customer side

People Management of all Field Services Engineers (FSE) of the district:

  • Coaching the FSE and ensure service execution according Philips procedures and processes

  • Fine-tune the centrally created long term resource planning with his team and customers

  • People Performance Management

  • People Development

  • Determine FSE training plans based on district and individual needs

  • Ascertain FSE reports are complete & on time

  • Workload management

Process and tools responsibility:

  • Ensure training of new hires and FSE on way of working, tools utilization, assuring change management related to implementation of new tools and customer services processes for the area

Responsible for service delivery operations compliance performance within the district and for reporting compliance issues to quality & regulatory functions at regional level:

  • Install base accuracy

  • Ensure maintenance is operated and monitored to be compliance of relevant version of business unit service manuals and relevant quality policies

  • Ensure the measuring tools used by engineers match service manuals required specifications and are under a controlled calibration process

  • Engineers customer feedback follow up performance

  • Field change order compliance

Authorities

  • Set priorities in the workload of FSE

  • Authorize overtime

  • Authorize expenses

Education & Experience

  • Degree level education or equivalent

  • Experience in Customer Services environment

  • Experience with leading a team

  • Technical expertise in medical equipment (X Ray, MRI, CT) is mandatory

  • Good understanding of the related products and business

  • Fluent in English, verbal and written in addition to local language