In this role, you have the opportunity to
As the Director of Global Field Support you will be responsible for leading global field support organization for Magnetic Resonance Imaging (MR) located currently in Netherlands, China, India and US, who (on a daily basis) work on escalated technical problems for the complete MR portfolio. You also works closely with the global market service organizations on resolving (highly) escalated technical issues, in an efficient and timely manner, using available Philips resources.
You will also act as the key contact between the Philips service organizations/management (Spare parts supply chain, central service teams) and the Business functions (R&D, PQ&M, amongst others) around escalated technical issues and the structural solutions required.
As a people manager you coach the team and are also tasked with the knowledge and career development of the technical team.
In this position, the Director of Global Field Support is a strategic, analytical and structured thinker that quickly oversees the problem (based on data/facts) and is able to create a solid/structured plan of action together with the technical specialist team. All with the goal to drive customer satisfaction (NPS) and securing long term business results. You also define & initiate/request (data) analyses and apply problem solving techniques (Kaizen, PRIDE) in order to drive operational improvements in the escalation management process (both in business as well as in the key markets).
You and your team provides leadership, guidance/support and technical assistance to the service engineers and is available as a consultant over the phone/email/chat, but also for site visits.
Part of the role is also to provide feedback on structural problems that the team observes and (potential) product improvement towards the main stakeholders within the BU (a.o. R&D, PQ&M, FCO, MT, Service MT).
This job has an international scope, has a very dynamic and versatile character where support is being delivered by a very enthusiastic technical team.
You are responsible for
Daily management for all MR global escalations, to ensure a timely resolution of customer issues
Operational (daily) team management, including staffing, recruitment and annual performance cycles
Management of escalation management KPI’s, including root cause analysis and continuous improvement activities when off track.
Ensures sufficient and accurate data is available for the evaluation of product reliability, FCO reliability and key market performance
Develops and distributes reports through the analysis and review of service data as assigned by management
Optimal resource planning & allocation of technical specialists for requested on-site support or Field Factory Installations (FFI) – First of a Kind )FOK projects
People & knowledge development of the technical specialist team
Hosting & execution of escalation meetings with key market service organizations
Liason towards R&D, FCO and PQ&M team(s) for follow up on structural issues reported from the field to the Business Unit
Main contact for Market service organizations and Business MT for (highly) escalated customer issues
Recommends new and/or enhancements to existing policies or procedures to support current and/or new business opportunities or strategies
You are a part of
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.
The global MR Field Support department is not only the central position between the field service organizations and the Business, but between product development and operation performance as well.
It has a broad scope that brings not only technical depth, but delivers a great network with multi-disciplinary aspects. The team is one of the central business teams that with a “window on the world” pro-actively collects/detects feedback on product deviations and report this back into the BU in order to improve products, processes and tools.
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 especially 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 .