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Job Information

Philips Service Delivery Manager in Ankara, Turkey


In this role, you have the opportunity to

Lead your team of Field Service Engineers, ensuring high level of team work and engagement levels.

You are responsible for

  • Recognizing customer needs by managing escalations and ensuring that the delivered performance and services matches the customer needs

  • Assuring that the delivered services are in line with the performance Service Level Agreements (SLA’s) as defined in the customer services contracts

  • Assuring that all issues raised during the product lifecycle starting from product installation to maintenance are resolved, escalation management and conflict resolution

  • Structural customer visits and communication around operational issues to assure increasing levels of customer satisfaction,

  • Working with key account managers, project management, sales management to provide technical input in support of the Order Acquisition Process (OAP) and Order Realization process (ORP)

  • Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution

  • Coaching engineers and ensuring service execution according Philips procedures and processes when establishing a high performing team

  • Determining Field Service Engineer training plans based on compliancy requirements and individual needs,

  • Distributing and mapping of engineers allocation within the country based on customer/country demand,

  • Service delivery operations compliance performance within the district/country and for reporting compliance issues to quality & regulatory functions at regional level

  • Ensuring maintenance is operated and monitored to be compliance of relevant version of business unit service manuals and relevant quality policies

  • Ensuring the measuring tools used by engineers match service manuals required specifications and are under a controlled calibration process

You are a part of

An organization with an incredible diversity of nationalities, skills, backgrounds, functions and challenges. At Philips we have opportunities for graduates as well as experienced professionals in everything from applied research to marketing and sales in over 100 countries. We’re a fascinating company to be part of, with a strong emphasis on cultural awareness, mutual understanding and out-of-the-box thinking.

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

  • Degree level education,

  • Experience in customer service management/biomedical with team leading experience,

  • Experience with customer management,

  • Strong problem solving skills

  • Fluency in English, verbal and written in addition to local language

In return, we offer you

A path towards your most rewarding career. Succeeding in this role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities. Furthermore, Philips University is available to all employees for learning and development opportunities.

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 . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog . Once there,you can also learn about our recruitment process , or find answers to some of the frequently asked questions .