In this role, you have the opportunity to
As the Director of the global field support organization you are responsible for on time & effective resolution of customer escalations for complete magnetic resonance imaging (MR) portfolio. You work very closely with market service organizations, business service innovation, Q&R, spare parts supply chain and R&D insuring customer satisfaction while building right knowledge in the market field support teams.
As a strategic leader, you define breakthrough improvement programs to drive long term customer satisfaction while delivering business profitability via efficient service delivery.
You are responsible for
Defining and implementing strategic programs to deliver breakthrough improvements in customer satisfaction in the areas of customer escalations, first time right and first visit fix
Leading the global teams located in the Netherlands, US, China and India for providing on time support for field customer escalations
Building strategic work force and people development plan based on critical competencies required for the future of customer services
Management of customer satisfaction related KPIs including daily management and problem solving to mitigate the gaps to targets
Delivering knowledge build up programs for field technical teams to enable fast turnaround of customer escalations resolution
Main contact for Market service organizations and Business MT for (highly) escalated customer issues including visiting customers if required to manage an escalation
Hosting & execution of escalation meetings with key market service organizations
Providing guidance to global service parts supply chain organization for back order management and prioritization of parts delivery
Liaison towards Service Innovation, Q&R, R&D, FCO and PQ&M team(s) for follow up on structural issues to drive product quality improvements
You are a part of
The global MR Field Support organization is strategically located in Europe, North America, China and India to insure round the clock support to our customers. Your team is not only the bridge between the field service organizations and the Business executing escalation resolution but also drives strategic improvement programs so we can continue to improve our customer satisfaction.
You are a part of the Global MR Customer Service leadership team.
Together with your colleagues in the leadership team you will set the future strategic direction for MR customer service with quadruple aim and customer 1st approach at the heart of everything we do. You will directly report into the Global Head of MR CS and have the opportunity to join the growing Philips MR business.
To succeed in this role, you should have the following skills and experience
Master’s Degree with minimum 8 years of experience preferably in an international medical equipment organization
Proven experience with leading an (international) team directly or indirectly
Quality mindset with ability to promote Philips core values in front of customers
Field/market experience is a plus specially within customer services
Ability to interact with senior management or executive levels on matters concerning customer escalated issues (strong communicator & stakeholder management)
Ability to work cohesively and effectively with employees at all levels / departments of the organizations (e.g. R&D, Operations, Marketing).
Must have excellent interpersonal communication skills as well as being a coach/motivator
Ability to convince people and steer/direct teams
Excellent verbal and written communication skills (fluent in English)
Structured, well organized & quick in overseeing the overall issue
Willingness to travel. Travel will be determined according to business requirements (10-20%)
In return, we offer you
A challenging, innovative environment with great opportunities for you to explore. Our benefits are very competitive and designed around your preferences:
A competitive salary;
A variable bonus based on both Philips' results and personal performance;
A solid company pension scheme and an attractive health insurance package;
The opportunity to buy Philips shares and products at a discount;
A healthy work-life balance.
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 .