Philips District Operations Manager - Health Systems in Vantaa, Finland
Strategic and transitional leadership of CS organization.
Develop the support organization model towards the long term strategic partnerships and solution services selling view
Develop Healthcare IT – service support model to adapt with the Sales and customer demands and present individual business cases for DM in case of important Go / No-Go decisions for customer projects
Take part actively the Customer eXperience program and drive its implementation in the district
Put the future focus and prepare / transfer the support organization towards HTS- systems
Monthly meeting with the District Manager to review business balance scorecard KPI’s of the district
Monthly meeting with the District Manager and the Regional Customer Services & Operations Manager to review and agree the rolling forecast and latest view
Ensure that the Project Management process and the service delivery processes in the district are executed according to plan and in line with the blueprint processes
Create and execute action plans to improve the operations district KPI’s
Contribute to account plan of customers
Manage operations interface with customers:
Identification of present and future customer needs by assessing whether the delivered performance and services matches the customer needs
Assure that the delivered services are in line with the performance service level agreements as defined in the customer services contracts by performance review of the installed base with the customer on a yearly basis via Management Information Report (MIR)
Assure correct offering and crediting in case of non-compliance
Customer visits and communication to assure increasing levels of customer satisfaction
Ownership of District customer complaints:
Decide on exceptions with respect to Time & Materials offering and invoicing to avoid financial disputes with the customers (for all customer segments)
Co-ordinate and drive resolution within specified time
Communication on customer information:
With sales representatives to support the order acquisition process
Gather, communicate and document customer information to give input to the customer and market intelligence database
Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution
People management, including selection, development, goal setting and performance management. Ensure overall high level of talent and engagement levels
Ensure un-compromised implementation of the standard Philips business processes, quality standards and standards of business conduct according to Philips policies
Responsible for district operations compliance performance within the district and for reporting compliance issues to quality & regulatory functions at regional level:
Deploy compliance objectives to lower district operational positions
Install base accuracy
Ensure operations are monitored to be compliant to relevant version of business unit service manuals and relevant Philips Healthcare quality policies
Plan and monitor training compliance to district and individual needs together with SDM.
Field change order compliance
Responsible for district customer feedback performance according to applicable quality standard policy
Take all necessary actions, including the deployment of team objectives, to ensure full compliance with all Business and Q&R policies and procedures. Conduct reviews with the Q&R organization and lead the implementation of improvement actions to ensure that the relevant part of the quality system meets internal requirements and the standards & regulations stipulated by applicable external bodies
Coordinate all internal necessary resources to obtain objectives and where necessary involves others where necessary
Ensure quotations are completed concerning service related issues and delivered within time limits
Responsible for reporting customer feedback according to applicable quality Standard policy and follow up relevant assigned quality & regulatory training in a timely manner Key measures Customer Satisfaction:
Net Promoter Score (NPS)
Initial Quality (IQ)
Continuous Quality (CQ)
Employee Engagement Survey (EES)
Sales Contract Service Agreements (CSA)
Cost of Organization (CoO) (percentage)
Accounts Receivable (AR) overdue (percentage)
Installed Base (IB) accuracy
Open service work orders per order type
Field Services Engineer (FSE) trained (percentage)
Customer Acceptance Date (CAD) accuracy
Education & Experience
Degree level education or equivalent
Transitional leadership experience
Experience in Healthcare IT
Experience in Customer Services and / or Supply Chain
Experience with leading a cross functional team
Fluent in English, verbal and written in addition to Finnish
As our new District Operations Manager for Health Systems (MR, CT, Image Guided Therapy, Ultrasound and Patient monitoring systems) you will be responsible for the planning and realization of Customer Service in Finland and the execution of projects and services ensuring maximizing customer satisfaction. The District Operations Manager ensures high level of teamwork and engagement levels.
Strategic leadership of Customer Service organization.
Develop the support organization model towards the long term strategic partnerships customer needs.
Develop Remote/IT – service support model to adapt with the Sales and customer demands.
Ensure that the Project Management process and the service delivery processes in the district are executed according to plan
Contribute to Customer account plans.
Identification of present and future customer needs by assessing whether the delivered performance and services matches the customer needs.
Customer visits and communication to assure increasing levels of customer satisfaction.
Ownership of District customer complaints.
People management, including selection, development, goal setting and performance management.
Plan and monitor training compliance to district and individual needs together with Service Delivery Managers.
Responsible for district customer feedback performance according to applicable quality standard policy.
Coordinate all internal necessary resources to obtain objectives and where necessary involves others where necessary.
Ensure quotations are completed concerning service related issues and delivered within time limits.
You will be part of the local management team for Health Systems and report directly to Managing Director Health Systems Finland. There will be five employees reporting directly to you, whereas two of these are Service Delivery Managers, which separately have direct responsibility for 10 and 7 employees (Field Service Engineers).
When working at Philips you will be part of a culture where demands are high and opportunities great. We believe that our new District Operations Manager for Health Systems will excel in this environment and be a part of Philips’ development forward.
We are looking for
Relevant higher educational background
Min 5 years of relevant experience, preferably from Med tech
Previous experience as a Team manager
Excellent IT skills
Experience in Customer Services and change management/ transformational leadership
Experience with leading a cross functional team
Fluent in English and Finnish languages