Philips Consumer Care Planner in Eindhoven, Netherlands

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Your challenge

Do you want to facilitate and support the Consumer Care process across several exciting business units, including Mother & Child Care, Beauty and Home Monitoring? Are you proactive and a strong communicator who likes to work with technical products and data? Then this might be the role you are looking for!

Your responsibilities

As Consumer Care Service Planner you will be conducting a great variety of activities, which require multi-tasking, technical insight, creativity and empathy with our consumers. It this role, taking initiative is key. You will cooperate with many teams and functions within the Innovation Site and Philips Personal Health. You will act as a member of a multi-disciplinary team with co-responsibility for the team objectives and co-operation within the team. You align with the Consumer Care Experience Manager on the Consumer Care and service strategies.

In addition, your responsibilities include:

  • Set up of the service scenario during product development by proper and timely delivery of the Service Plan. You determine and monitor the serviceability and service policy as defined in the project.

  • Cost of Non Quality (CoNQ) calculations together with the Consumer Care Experience Manager, as input for quality decision taking.

  • Influencing mechanical engineers to take serviceability into account in their products, solutions and services.

  • Preparation of the Service Bill of Material (SBOM) & Service Manuals for products in cooperation with Development, determining the content and layout that give the best support to the global service organisation.

  • Definition and communication of the input required from in- and external team members.

  • Execution the parts planning process to enable parts sales at the Philips Store after market introduction.

  • Creation of training materials and training of service centers on repair instructions.

  • Execution of proper and timely change management of Consumer Care package in Life Cycle Management.

  • Support of the downstream Consumer Care teams by providing proper and timely solutions (Symptom/Cures) to issues raised in Integrated Problem Management system.

  • Finding solutions by involving data from multiple resources using Root Cause Analysis. You take initiative and identify problems in actual way of working, formulate alternatives and recommendations.

  • Owning the Service Planning processes for the site, including writing and improving work instructions, process descriptions and guidance. You initiate and run improvement projects for Service Planning.

Your team

Philips Personal Health delivers lifestyle solutions for personal well-being. Our brand promise is Innovation & You. We aim to develop innovations that make a meaningful difference to people’s lives. The sector builds on a deep understanding of people’s needs and aspirations to create innovations that help consumers achieve their lifestyle ambitions.

Innovation Site Eindhoven is part of Innovation & Development (I&D) of Personal Health and focuses on the development of medical and non-medical lifestyle products in the areas of Mother & Child Care, Beauty and Home Monitoring. The site is responsible for the development and realization of new products, solutions and services. At Innovation Site Eindhoven, improving well-being is our passion, creating awesome user experiences through real-life solutions, bringing value to Philips. We are an honest and inspirational team, daring to be different.

A key department in this site is Product Research and Consumer Care. This function represents the Voice of the Consumer in our Innovation & Development activities. It drives the translation of powerful insights into products and services that delight customers better than competition and live up to Philips’ brand promise of Innovation & You. The influence of the department spans from insight generation, value proposition creation, solution development to market launch and forms a main link between I&D and the business. As Consumer Care Service Planner you will work in a team of Product Researchers and Consumer Care experts.

To succeed in this role, you:

  • Are a professional holding a bachelor's degree in Engineering or other relevant discipline, with relevant experience

  • Have strong analytical and problem solving skills

  • Are customer-oriented

  • Have a pragmatic, precise, practical attitude with a result driven, can-do mentality

  • Have affinity with IT systems

  • Are a strong communicator (writing & speaking both in English), being able to communicate at all levels