Philips Customer Manager/Project Manager- Healthcare in Home Worker, Massachusetts

Customer relationship Management

• Act as the One Philips, multi-modality (IS, US, PCMS) primary point of contact to the customer for Philips service delivery at assigned account(s).

• Manage communications and flow of information; represent Philips across customer departments and organizational levels on a wide range of Philips initiatives and issues

• Displays cultural and political sensitivity as well as the ability to analyze complex situations in order to determine the influences and outcomes of individual decisions and the perception of the ongoing relationship held by the customer.

• Drive timely identification and resolution of customer issues by utilizing technical support and escalation processes; responsible for keeping internal and external stakeholders involved and informed.

• Coordinate, facilitate, and participate in service, sales, project, and contract meetings, and PMG site visits.

• Engage in regular, cross-functional, customer meetings to pro-actively review service delivery, and strategize opportunities for new or improved product and service solutions to meet future customer needs.

• Effectively manage commitments and expectations of both Philips and the customer to ensure customer satisfaction as defined by the business and customer.

• Maintain high quality oral and written communications with internal and external customers

• Define and document best practices for the Customer Services Relationship Manager role to support future business needs

OPERATIONS

• Drive compliance, efficiency, effectiveness, productivity, and profitability at assigned account(s).

• Coordinate with Region Service Manager(s) to assist in identifying equipment training needs for FSEs assigned to the account based on the customer’s installed base.

• Adhere to Company, State, and Federal policies, procedures, regulations, and requirements.

BUSINESS RESULTS

• Manage and support all operational aspects of Philips service at assigned account. Communicate and coordinate with appropriate internal functions for support.

• Understand and ensure service delivery to contract entitlements, obtaining purchase orders as necessary.

• Assist Product Sales and Service Sales in developing strategies for new business opportunities for the assigned account.

• Support Life Solutions and Value Added Services engagement and participation for assigned customers.

• Partner with Philips financial resources and the customer to facilitate resolution of billing or other outstanding financial concerns

TEAMWORK

• Serve as an informal leader to the service team, providing guidance and feedback and fostering a teamwork environment.

• Influence peers and non-team members to meet and exceed customer expectations while promoting Philips Healthcare.

• Prepare schedules with service team to meet service delivery commitments and requirements.

• Participate in CCT meetings to share customer commitments made on behalf of Philips, raise awareness of account issues and gather account feedback from field engineers to share with the customer.

• Partner with the Sales Account Executive, Accounts Managers, SCS (Software Customer Services) Leadership, and Region Service Managers to ensure customer objectives and Philips’ objectives are mutually achieved.

Job Knowledge, Skills, Education, and Experience Requirements

• Associates Degree required, Bachelor’s Degree in related field preferred

• 5-7 years related work experience in healthcare industry or customer service preferred

• Demonstrated experience in successful relationship management with individuals of various backgrounds and organizational levels

• Ability to collaborate and coordinate cross-functionally

• Excellent verbal, written and interpersonal communication skills

• Well-developed business, technical and functional acumen

• Effective customer service, problem solving and conflict resolution skills

• Effective time management skills with demonstrated ability to effectively manage and prioritize multiple assignments/tasks

• Ability to create and maintain project management documentation (MS Project or equivalent)

• Ability to collect, analyze, manage, and present data and information to all levels within the company and at customer sites

• Detail oriented

• Flexible work style and ability to adapt to customer requirements

• Advanced computer skills, including Microsoft Office, Word, PowerPoint, Excel, and Outlook

• Six Sigma or Lean knowledge a plus

• Working knowledge of the Hospital environment and workflows.

• Knowledge of Hospital Imaging and Monitoring Systems (modalities i.e. – XA, US, MR, CT, NM, PCMS etc.).

Physical Demands and Work Environment

• Some travel may be required

• May be required to be available 24 x 7 via phone

• Significant time spent in hospital environment; must be able to move about

• Frequent verbal and written communications

• Constantly operates a computer and other office productivity equipment (i.e. phone, projector)

Critical Competencies

• Functional/Technical Skills

• Customer Focus

• Conflict Management

• Dealing with Paradox

• Composure

• Business Acumen

• Negotiating

• Drive for Results

• Dealing with Ambiguity

• Strategic Agility