In this role, you have the opportunity to
Drive high customer satisfaction and Electronic Medical Record business growth through delivery of high quality services, such as implementation, training & support.
You are responsible for
Working closely with the Electronic Medical Record (EMR) Category Leader and CCI Service Leader to help grow the implementation services for EMR;
Identifying areas of solution & service delivery improvement;
With projects running across various geographies, the candidate will have to seamlessly handle scale across continents, timezones, cultures and languages.
Liaising between customers, R&D, product management, sales, customer support and technical services to resolve product, status and service inquiries;
Managing escalations, when necessary, and ensuring service recovery and other actions to resolve service-related issues;
Selecting, developing and evaluating personnel;
Continually seeking opportunities to increase customer satisfaction and deepening customer relationships and increasing customer success;
Understanding local customers’ environments, local challenges and regulations and leverage this information to ensure overall customer success with our solutions, products and services;
Manage the entire serviceability lifecycle spanning across R & D, New product introduction, Service tooling and Service processes to ensure that the service team is position to deliver high customer satisfaction. Needs to appreciate that in order to ensure customer satisfaction we need to introduce high quality products supported by high quality service tools and managed through robust service processes.
Collaborating with product & BG teams to build services to drive customer success, reducing cost of delivery, increasing automation, decreasing customer effort and enhancing solutions;
Has to organize for success. Create and manage the Services practice and/or sub-functions in a logical customer oriented organization measured on an agreed set of metrics.
You are part of
A passionate and talented international team of professionals who deeply care about our customers success. Our teams are located in different continents but what brings us together is the joint ambition to improve healthcare and make the best possible impact on billions of people around the world by improving and expanding Tasy Electronic Medical Record (EMR) globally.
To succeed in this role, you should have the following skills and experience
Bachelor/Master degree in relevant field;
Significant experience with EMR;
Strong understanding of healthcare and you know what it takes to guide complex EMR implementations to a successful go-live;
Able to oversee multiple implementations and with your great coaching, communication and project management skills you help complex projects moving forward to guarantee the success of our customers, our employees and Philips as a whole;
Inspiring and able to guide implementations in new markets and countries;
Proven experience in building close working relationships with remote, international colleagues and making people go above and beyond;
Flexible, pragmatic, entrepreneurial mindset – able to adapt and focus on deliverables within a dynamic work environment.
Should have a strong process orientation and deep knowledge of implementation methodologies.
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.
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. 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 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 .