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Job Information

Philips Service Architect (Senior Manager-Customer Service) in Bangalore, India

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KEY AREAS OF RESPONSIBILITIES

  • The role is required to take a holistic view to Philips HI product capabilities E2E and tooling capabilities required for defect-free customer service delivery and drive design & implementation of a comprehensive strategy for systems to support a robust service delivery model.

  • Assesses Customer needs / challenges (product & technical needs), Product capabilities, Tooling capabilities and jointly devises (along with R & D, NPI & Product teams) the implementation approach/guideline for various stages of the customer’s life cycle: Implementation, Upgrade and Refresh & Maintenance.

  • Actively engages with key stakeholders within & outside the organization (Customers/Markets, Product management, R & D etc.) to ensure that serviceability elements are factored in the product design OR required service tools are delivered / enabled with capabilities required to support the product before the product is released for deployment.

  • Provides leadership in defining & deploying an effective design, implementation & delivery process for customers supported by robust customer management systems and service tools for managing customer operations. Actively engages across all stages of the Product / Tool life cycle. The person will be involved in reviewing user requirements, participates in solution/product design engagements, supports external & internal systems validations and controlled releases.

  • Identifies potential risks and initiates a mitigation plan for proposed solution. Works with stakeholders to mitigate solution risks (product, system, software, service)

  • Scope covers Philips systems, software along with one or more 3rd party products, implementation services, maintenance services, value added offerings and customer management systems / tools used for service delivery

  • Actively engages with key stakeholders to periodically review (can be due to a product release / any other external change) the technical architecture required to support performance standards outlined in customer contracts and ensures that the required deployment standards are released in a timely manner to deployment teams.

  • Identifies and recommends solutions for routine problems.

  • Responsible for scoping multiple projects that are complex in nature due to scope/financial value. Takes a comprehensive approach to identifying problems, understanding implications, and creating solutions that support the overall project success.

  • Collaborates with senior leaders for issue resolution

  • Utilizes Philips standard methodologies to accomplish business goals.

  • Provides mentoring and business leadership to other junior Solution / Technical Architects.

  • Stay current on product, services, IT and industry trends so-as-to offer the best in class solutions to clients. Keep informed, within ethical boundaries, on our competitor’s product offerings.

REQUIRED COMPETENCES

  • Awareness of services delivery processes with a focus on Solution Design & Delivery/Project Management

  • Requires a broad understanding of multiple technology solution areas in healthcare with specialized knowledge in relevant domain

  • Excellent customer service skills

  • Assumes leadership role in initiatives at the direction of management. Takes lead in the solution architecture activities for multiple projects

  • Ability to complete tasks independently with minimal guidance

  • High-level professional demeanor and interpersonal communications skills; superb writing skills in local language and English. . Has the skills to engage with customers globally

  • Effective in facilitating and motivating collaboration, agreement, and commitment among diverse groups

  • Requires understanding of Solution Design & Delivery/Project Management methodology

  • Ability to complete tasks independently with minimal guidance

  • Consistently meet or exceed deadline deliverables

  • Proficient in the facilitation of workshops and meetings

  • Solution architecture and project management methods, relevant organization and business process

  • Ensures communication is understood and accomplishes intended objectives

  • Identifies and effectively handles challenges

KEY PERFORMANCE INDICATORS

  • Defect-free implementation/upgrade for customers

  • Customer Experience/Net Promoter Index

EDUCATION

  • Bachelor’s Degree in Engineering, Business, Computer Science, Clinical Practice or other related field or equivalent combination of academic and work experience (Post graduate degree preferred)

  • Relevant certifications desired (i.e. PMP, CPHIMS)

EXPERIENCE

  • Overall experience of 15-20 yrs.

  • Minimum 8 years of experience in healthcare technology or combination of equivalent related experience and education

  • Prior leadership positions in healthcare organizations as an Architect, IT Director, and/or internal consultant to executive leadership

  • Experience in services delivery processes with a focus on Project Management

  • Requires a broad understanding of multiple technology solution areas in healthcare with specialized knowledge in relevant domains

In return, we offer you

Describe in two to three lines what tangible and intangible benefits the incumbent will gain in this role. Use our Employer Value Proposition (EVP) themes and information gathered in the RSM as input sources.

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 http://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.

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

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