Philips Bilingual Team Leader, Home Service Representatives in Saint-Laurent, Canada

Bilingual Team Leader for Home Service Representatives

In this role, you have the opportunity to

Demonstrate your strong coaching, training, and high level customer service skills working with our Home Service Representatives for Philips Lifeline Canada.

You are responsible to

  • Manage the Home Service Representatives’ performance through leadership to ensure they are reinforcing the value proposition, building comfort, confidence, and loyalty with the Philips Lifeline subscribers in the field.

  • Deploy and Recruit Home Service Reps to support the subscriber growth strategy and service delivery.

  • Provide Training and Development to the HSRs on how to close and secure the order to sale during the home visit

  • Provide training to Home Service Reps on how to speak and educate the subscribers/caregiver about the features and benefits of the service and successfully complete the job.

  • Develop and implement strategies to improve the installation skills and success rate of the Home Service Reps during the home visit.

  • Train and Develop of new hire Home Service Reps; New Products; Virtual Learning; Field Training activities other related training.

  • Manage and monitor Home Service Reps field training activity to ensure training is completed within the expected timeline

  • Facilitate 30/60/90 day review with New Hire Home Service Reps to improve their installation skills to meet KPI’s.

  • Develop strategies to enhance Home Service Reps’ service level that will contribute to creating a superior customer experience during the home visit.

  • Develop and Facilitate annual Regional Webinars and/or workshops across Canada.

  • Monitor the Home Service Reps performance on all jobs assigned to ensure that they are following the organizational policies on job assignment within the expected timeline.

  • Manage reoccurring issues. Come up with action plan and deploy strategy to resolve issues and work in collaboration with other key business partners on solution.

  • Cultivate a lean environment and look to make labor intensive processes more efficient.

  • Provide back-up support to the TL located in Toronto with monitoring performance of the Home service Reps to ensure that Home Service Reps are following up on all Job assignments within expected timeline to ensure.

  • Manage Home Service Reps Marketing initiatives to achieve KPI's

  • Other related tasks

To succeed in this role, you should have the following skills and experience

  • 3 years + Leadership experience working in a customer service environment.

  • 3 years + Training experience with a solid understanding of online training (webinars & virtual training)

  • Post – Secondary education (Bachelor Degree in a related field).

  • Must have to ability to communicate fluently in French and English - both written and verbal

  • Solid organizational skills and the ability to manage multiple priorities

  • Excellent judgment, decision-making skills and problem solving skills

  • Good managerial skills and/or potential.

  • Ability to work independently as a self-manger.

  • Flexible to work after hours to provide training.

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 .

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

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