In this role, you have the opportunity to:
Provides strategic leadership and direction for the delivery of pre and post sales services and support to distributors.
You are responsible for:
Manages relationship with the Sleep & Respiratory Care factory for service and spare parts management. Manages the relation with the Philip Call center related to SRC final users to improve service and customer satisfaction.
Supervise and manage Distributor and Authorized Service Provider for CS delivery activities (Service Partners).
Solves technical escalations and trainings from distributors.
Manages all facets of customer retention (distributor) including participating in the resolution of customer concerns (distributor) and defining and developing a customer (distributor) contact strategy.
Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the distributors.
Consolidates SRC Service KPIs (escalations and repairs) and keep track in DM Boards.
Solves and follow up technical issues escalated from distributors until the final close.
Manage the regular reviews of operational performance with Distributors.
Evaluate CS Delivery strategy and prepare general and individual training plans with distributors, control execution.
Service and repairs are done with speed and accuracy and all customer (distributor) service delivery issues and escalations are resolved.
Controls the parts dispatch and billing process from SRC Factory to distributors/Clusters.
To succeed in this role, you should have the following skills and experience:
Bachelor degree in Biomedical Engineering or Bio engineering, Physiotherapist.
Experienced working in companies related to Sleep & Respiratory Care or Medical.
Experience in medical equipment repair.
Fluent in English.
Based in Argentina, Buenos Aires will act as a Customer Service Supervisor for Philip’s Sleep & Respiratory Care. This position will report to the Customer Service Manager.
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 . 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 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 .
Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.