Philips DI Customer Services Leader China in Suzhou, China
Manage the SI team to deliver the service items for IS China projects, build common service requirement for value segment/low price IS products. Being a team member of the milestones review team, need alignment with BIU service head for approval. BIU providing support to the Suzhou/Shenyang SI team.
Manage the cross modalities TA team, collaborate with STI team for the establishment of TA platform.
Level 3 Support
Manage the L3 engineers in Suzhou/Shenyang to support China design products. The Level 3 engineer will support global issues escalated to L3 for Suzhou /Shenyang product, working along with the worldwide L3 Support teams. Manage escalations in China/APAC, Drive FQS/Delight for China developed products, FOK & call investigation for China products * Need BU support for co-work model due to limited manpower.
Service portfolio and offerings program will covered by individual BU service marketing managers until further notice.
I responsible for the service biz performance of the China designed NPI while BU holds the accountability.
Integrated Service Strategy
Investigate and develop a low cost service delivery model, drive thought leadership on a low cost service delivery model. Lead the development of Value segment service models.
Responsible for delivering the agreed service margin levels on the Suzhou designed products
Work with service marketing on service offering for relevant products
Drive for edge cutting serviceability from IS China SI teams
Integrated the above to form service strategy for specific products Suzhou Repair Center
Manage and develop the Suzhou repair center for L4G and L4L parts repair Excellence project Deploy and manage service excellence projects
Knowledge and experience in handling Customer Service processes and requirements
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 in the field and the derived training approach
Extended knowledge of the PCP processes (roadmapping as well as Product realization Projects)
Extended knowledge of the purchasing processes within the business
Knowledge of the way of working, business goals and objectives of the different stakeholders participating within the PCP process.
Team player with excellent communication skills in English.
Can convince and inspire people from different levels in de organization.
Able to lead a virtual, cross functional team consisting of multiple cultures.
Strong cultural awareness and feeling for the impact of culture on doing business with each other.
Experience of working with global teams