See attached job profile.
In this role, you have the opportunity to
As the Product Support Manager IGT you will be operationally responsible for leading/managing a team of technical support specialists located in The Netherlands, who (on a daily basis) work on escalated technical problems for the complete IGT product portfolio (Allura/Azurion, MD Eleva, Mobile Surgery).
The Product Support Manager IGT manages the team that acts as the main interface towards the field (FSE) for problem escalations. The 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 IGT 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 (bi-weekly) 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 BU 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
The global IGT Field Support department (17 FTE) is not only the central position between the field service organizations and the Business Unit, 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 BU 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.
This role will be based in Best (The Netherlands) and the product support manager will report to the Director Field Support of IGT Customer Services.
To succeed in this role, you should have the following skills and experience
Bachelor’s or Master´s degree
5-7 years of work experience preferably in a (international) technical/medical organization
Proven experience with managing an (international) team of technical specialists (leadership skills / people management)
Field/market experience within Customer Services is a plus
Experience in a medical business or knowledge of hospital workflow is a plus
Excellent verbal and written communication skills (fluent in English, second language preferred)
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
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 path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this market-based 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 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 .