Philips Technical Support Manager in Pune, India
Co-own and help driving the improvement of “Customer satisfaction” levels.
Realise the CS vision to reduce the time to provide solution to Technical Escalation to <30 days.
Increase the uptime of the product.
Need to resolve the most complex problems which are not solved by KM level 1 and level 2 top technical specialists.
Make onsite visit globally to hospitals to bring the escalations under control.
Provide techno commercial solution to the problems.
Manage the technical escalations through relevant tools and generate various reports to show the performance.
Use the Remote Services effectively to fix the problems.
Train Key market teams on Install, troubleshooting and system optimization. Complaint Handling:
Get the technical information from KM and provide it to Complaint Handling Unit required during investigation of complaints logged through Mercury and Trackwise tools.
Provide inputs to SISE team on the observations/ feedback from KM on service documentation, FRUs, etc
Participate in the FQS programs as Technical Specialist.
Participate in improvement initiatives and/or Life Cycle Management activities on serviceability and reliability.
Continuously identify opportunities and support initiatives to improve the processes and Way of Working. LCM:
Translate customer complaints into design specifications/ inputs to solve the problem upstream in the product.
Participate in the reviews of LCM projects.
Prepare the Service Documentation required during the LCM period of the product.
Collaborate with development staff to simulate problems in the test environment
Execute the service validation test cases.