Philips is a world leading health technology company with a vision to make life better for people worldwide through meaningful innovation. Making good on this promise depends on our passionate, inspirational, collaborative and diverse team. We have over 80,000+ brilliant people around the world but are always looking for more like-minded, motivated, focused minds to join us in creating a healthier, more connected society while transforming themselves personally and professionally.
Philips Africa comprises all 54 countries of Africa, from the Cape to Cairo, and from the Atlantic to the Indian Ocean. Philips Africa is headquartered in Johannesburg, South Africa and it has a direct presence in four other African countries, in the cities of Accra, Casablanca, Cairo and Nairobi.
Currently we have the opportunity for a dynamic Service Delivery Manager to join the team in Cairo, Egypt and be responsible for the North-East African market.
As a Service Delivery Manager you will be responsible for the provision of customer service, in particular the operational implementation of the service activities, as well as ensuring a high level of customer satisfaction and CS sales. In your team, you will ensure a high degree of cooperation and commitment.
You will report to the Customer Service Manager.
You are responsible for:
Responsible for the strategic development of the assigned customers and the development of customized solutions together with the Sales,
Ensuring a high level of customer satisfaction through operational excellence,
Establishment and maintenance of permanent customer relationships in relation to operational issues in order to ensure a high level of customer satisfaction,
Independent processing and management of customer complaints.
Discipline management of service staff on their team to ensure that tasks are performed in accordance with Philips processes, procedures and quality requirements,
Management of team performance as well as coaching and development of its employees,
Responsible for technical and personal training planning based on changes in the installed base, personnel resources and individual training needs,
Effective resource planning taking into account capacity utilization, operational KPIs and regulatory requirements (in coordination with Operations Manager),
Support resource planning to ensure consistent demand-based utilization of field service resources,
Ambassador and role model in the implementation of improvement or change projects, communication and application of Philips behaviors and culture.
Responsibility for the CS sales target achievement as well as the operational KPIs,
Ensuring all operational service in the field: ◦Installations, maintenance, FCOs, All order-related activities in the field, Responsibility for solving technical escalations, Compliance with Philips processes and applicable policies,
Responsibility for the prioritization of service provision and representation of its decision internally and externally.
Interact and collaborate with the Customer Care Center, technical support, MPSs , and all other internal departments involved in providing an excellent service,
Ensuring a smooth process, taking into account the interfaces as well as the transmission of all relevant information in the service chain.
Q & R and Health & Safety:
Ensuring the training of new employees in the team in terms of the correct operation and compliance with the regulations. Assisting employees with the introduction and use of new tools and processes in the district,
Monitoring compliance with Q & R and security policies in his team.
To succeed in this role, you should have the following skills and experience:
College / Bachelor / Master / Diploma,
Relevant professional experience at least 5 years or knowledge and skills,
Strong customer management,
People management skills,
Assertiveness and escalation management,
Knowledge of medical technology and ideally the Philips products
Very good understanding of processes and challenges in health care and clinic operations,
Excellent communication skills, especially at management level internally and externally,
Very good negotiating skills,
Very good conceptual skills, analytical and strategic thinking and action,
Sound business knowledge,
Field service experience,
Very good knowledge of internal processes and interfaces,
Cross-departmental professional collaboration in a team (team player).
In return, we offer you the unique combination of a critical and challenging role and a creative and empowering office environment. You will be actively encouraged to make improvements, establish best in class service and have a direct impact on the success of Philips on a daily basis.
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. Learn more by watching this video .
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 .