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Philips Project Office Administrator - Large Scale Projects (LSP) in Addis Ababa, Ethiopia

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Philips is a world leading health technology company with a vision to make life better for people worldwide through meaningful innovation. Making good on this promise depends on our passionate, inspirational, collaborative and diverse teams. We have over 80,000+ brilliant people around the world but are always looking for more like-minded, motivated, focused minds to join us in creating a healthier, more connected society while transforming themselves personally and professionally.

Philips Africa comprises all 54 countries of Africa, from the Cape to Cairo, and from the Atlantic to the Indian Ocean. Philips Africa is headquartered in Johannesburg, South Africa and it has a direct presence in four other African countries, in the cities of Accra, Casablanca, Cairo and Nairobi.

Currently we have the opportunity for a dynamic Project Office Administrator - Large Scale Projects (LSP) to our company and be based in Addis Ababa, Ethiopia.

Philips Health Systems is increasingly involved in large & complex hospital solutions. An emerging trend within these solutions is the requirement to provide a turnkey solution of design, construction, supply and installation of specialist medical equipment as well as training and a long-term service plan.

As a Project Office Administrator you will be required to support the Client Delivery Manager, Service Manager and Project teams during the execution and service phases of these projects. You will support rendered in the course of your duties will include Project Administration, such as maintaining legal, financial, insurance and tax regulatory compliance as well maintaining key performance data. You will be responsible for registration and coordination of all operational activities performed by the assigned service providers and suppliers, for the LSP Project by adhering to the defined processes, applying the related product service solutions and ensuring maximum customer satisfaction by excellent customer call management.

You will report to the Client Delivery Manager

You are responsible for:

Process Management

  • Ensure together with service provider, supplier and Philips team the compliance to the defined Customer Care Center processes

  • Ensure that the defined service levels with customers are met

  • Manage the work in progress and the timely closing of service work orders

  • Manage the Logistic ordering and delivery coordination for spare parts and tool & test equipment

  • Improve the processes by communicating process ideas to the Client Deliver Manager and to implement defined process improvements Customer Care Coordination

  • Answer customer calls and register them in the service management system

  • Determine the routing of the customer call depending on the customer’s request, contract obligations and product service solution

  • Create service work orders if necessary

  • Assign and dispatch service orders to Service Provider, or Supplier and arrange necessary PO’s

  • Order spare parts and or tools if required and inform Service Provider FSE on delivery schedule

  • Inform Customers about the status of their call and make detailed appointments

  • Manage the progress of the customer call and escalate if service levels are in danger Parts and Tools Coordination

  • Order spare parts and or tools if required and inform Service Provider FSE on delivery schedule

  • Identify delivery issues in an early stage and take corrective actions timely by working closely together with suppliers and physical distribution to resolve these supply issues

  • Coordinate warehouse activities (if applicable)

  • Inventory management

  • Coordinate outbound last mile transport and delivery

  • Follow up hold procedure in case of hazard situations

  • Coordinate final delivery at customer site

  • Follow up in case of missing, damaged or wrong deliveries

  • Follow up with supplier and service provider in case of missing, damaged or wrong deliveries

  • Trigger Defective on Arrival (DEFOA) with service provider/supplier

  • Initiate returns to supplier and secures financial settlement

  • Quarterly cycle count and stock analysis

  • Work with service provider and comply with export control regulation

  • Follow all relevant business and Q&R policies and procedures and when requested participate in reviews and follow-up actions Time & Material (T&M) quote creation

  • Upon non-entitled customer service requests, collect and report request for Client Delivery Manager to quote.

  • Send the approved T&M quote to the customer and upon customer acceptance arrange service delivery Field Change Order (FCO) Coordination

  • Inform Service Provider about new FCO

  • Create SWO for affected equipment based on the Unit Effective List as provided by Supplier organization

  • Coordinate FCO parts ordering where applicable

  • Schedule & dispatch FCO’ / Service Work Orders (SWO’s)

  • Provide open FCO report to Client Deliver Manager

  • Manage the progress of the FCO completion status and escalate before they are overdue

  • Archive FCO documents as signed off by FSE’s

  • Maintain FCO track Order Closure

  • Manage work in progress by reviewing the status of all service work orders and take appropriate actions to push service work orders to the next status

  • Monitor and resolve errors appropriately in a timely manner (such SWO related, spare parts/material master related etc)

  • Review the service work order when it has the status confirmed

  • Settle cost against Service Provider or Supplier and arrange a time & material Invoice with Finance

  • Provide cost details for finance to settle against contract or warranty

  • Discuss issues with the involved Service Provider or Supplier and escalate through Client Delivery Manager where necessary

Reporting and Data Management

  • Ensure together with service provider, supplier and Philips team the Installed Base and all relevant master data is maintained within the system

  • Provide periodically service performance reports for customer meetings, Daily management and supplier reviews.

  • Support Service provider and Supplier with relevant reports for operational execution and required import and export.

  • Deploy approved change requests

Quality & Regulatory

  • Follow all relevant business and Q&R policies and procedures and when requested participate in reviews and follow-up actions

General Office Administration / Management

  • Administrative duties (e.g. diary management, receptionist, travel planning, etc.)

  • Liaising with customers and suppliers (e.g. Ministry of Health, local bank, auditors, lawyers etc)

  • Maintain a Document Management System for office and project requirements

  • Basic book keeping / record keeping for office expenditure including petty cash (if any)

  • Travel Management and co-ordination (e.g., Visas for visitors, hotel & car hire booking etc) including maintaining travel log / register.

  • On / off boarding including inducting employees, visitors on Ethiopia

  • Organization of events

  • Supporting Service Manager in relation to call taking and registration for the project during service planning, service delivery and closing

  • Logging client service calls on service center database

  • Ordering Office supplies as well as service parts, tools & equipment

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

  • Vocational Degree / Diploma level education or equivalent with relevant accreditation from recognized institution

  • Experience in Customer Services or Customer relations

  • Solid analytical administrative and planning acumen with experience in project administration

  • Capacity to builds effective collaboration with clients, customers and suppliers

  • Capacity to prioritizes work load and deliver on time

  • Able to operate autonomously within existing procedures, methods and techniques and support from line management

  • Ability to successfully act with business integrity

  • Solid experience of MS Office (Word, Excel, PowerPoint)

  • Fluent in English & Amharic, both spoken & written language skills

In return, we offer you the unique combination of a critical and challenging role. You will be actively encouraged to make improvements, establish best in class service and have a direct impact on the success of Philips on a daily basis.

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 https://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 at https://youtu.be/ocnMFp1JBuM .

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at https://www.careers.philips.com/professional/global/en/workingatphilips on our career website, where you can read stories from our employee blog at https://www.careers.philips.com/global/en/blog-unexpected . Once there,you can also learn about our recruitment process at https://www.careers.philips.com/global/en/recruitmentprocess , or find answers to some of the frequently asked questions at https://www.careers.philips.com/global/en/faq .

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