In this role, you have the opportunity to
Represents a strategic and fast grow business segment spanning multiple markets and technologies. You are focused on developing and support maintenance services for competitive products. We challenge you to provide strategic and operational leadership that maximizes growth and best-in-class customer satisfaction for the Multi-Vendor Services business. This is a strategic services business and as the leader, you will develop an approach to the market that provides clear and compelling competitive differentiation and leverages our unique strengths and capabilities. With a dynamic healthcare market characterized by ever larger health systems driving increasingly complex customer relationships, Multi-Vendor services must rise to the challenge to be a key enabler to achieving Philips Healthcare’s overall customer and revenue growth objectives. As leader of the business, we challenge you to collaborate in the pursuit of strategic business opportunities and driving solutions across the HTM (Healthcare Technology Management) industry.
You are responsible for
Managing all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
Analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
Developing customer service department procedures. Liaising between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
Reviewing warranty claims. Developing and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
Selecting, developing, and evaluateing personnel to ensure the efficient operation of the function.
You are a part of
As the Business Leader of Multi-Vendor Services you will report directly to the Head, Global Multivendor Services. You will lead a team that includes Field Operations and Supply Chain. You will guide and leverage the broader customer services organization in multiple markets. You will work directly with Agito and other Philips entities to create and deliver the optimum service strategy and support for each market. Finally, you will participate as a thought leader as similar service capabilities are developed in other parts of the world.
To succeed in this role, you should have the following skills and experience
Strong business acumen and general management credentials to lead a €40m+ service business;
A track record of success with ISO audits;
Demonstrated success in developing sound, high-level strategic vision. Ability to deploy strategy translating key objectives into operational plans;
10+ years relevant experience leading field service/technical organizations in competitive high value equipment and services in the healthcare marketplace;
A track record of success and results achievement. Strong experience and knowledge of field-based customer service processes (New Product Introduction, Corrective and Preventative Maintenance, Remote Service, etc.);
Deep understanding of healthcare informatics and system interoperability;
Bachelor’s degree required (preferably in operations or computer science); MBA and LEAN Leadership training preferred.
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.
Why should you join Philips?
Working at Philips is more than a job. It is 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.
To find out more about what it is 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.