Philips DI Customer Services Leader China in Suzhou - Industrial Park, China

Service Innovation

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.

Technical Author

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 Business

  • 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

Requirements

  • 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