Philips Advanced Service Innovation Engineer in Shenyang, China
Define and implementing the product service roadmap, the training roadmap and service tooling roadmap (3-5 year scope), which is part of the overall business roadmap. This also includes translation of new services offerings into new product release specific service requirement. Furthermore translate the service technology roadmap into improvement projects on the CS product service information, service tooling and service training.
Organizes the input gathering from the different internal and external stakeholders (marketing, development, operations as well as the sales regions, key markets and global customer Service) and realize an alignment between the different parties in order to create a roadmap that is recognized as the right solution to realize long term CS targets.
Manage and act as demand manager towards PHC (outsourced service responsible for the delivery of service training) for the department in order to create a trainings portfolio that contributes to the overall service roadmap and to secure the quality of the provided service training to the key markets.
Realize the required serviceability level of the new developed products (aligned with the service roadmap) via assessment of the product during the different development stages and the creation of the product related service information, tools, training (outsourced to PHC) and spare parts.
Realize the implementation of the Product Related Customer Service Processes in the key markets complete and on time via the transfer of the product related service information/tooling/training to the key markets and managing the implementation of the product related CSP by the key markets. Manage the SI department on staffing as well as processes to realize above mentioned responsibilities in an efficient / effective way and to secure compliance with applicable regulations (e.g. FDA).
Contribute as member of the Customer Services management team to the definition and execution of the strategy and objectives of the CS department that are aligned with the BU strategic goals.
Translate the CS objectives into clear actions/projects for the SI department and deploys these actions in such away to the employees that they take ownership and accountability of these activities.
We are looking for:
Education: Bachelor degree or above, major in technical Discipline such as mechanical, electronics, software, etc. Master Degree preferred.
Experience: Around 7-10 years of experience in a business oriented Environment.
Competencies and skills:
Familiar with the business drives behind the Customer Service processes within the key markets. Knowledge of the product functionality and basic knowledge on its architecture
Understanding of the service tooling and functionalities inside and outside the delivered products, Knowledge on the competence management of the FSE (Field service Engineer) in the field and the derived training approach at PHC.
Deep knowledge of the PCP process (road mapping as well as Product realization Projects).
Understanding of the way of working, business goals and objectives of the different stakeholders participating within the PCP process.
Good at English and Chinese language is a must including speaking and written.