In this role, you have the opportunity to be responsible for Market Services P&L and for leading the overall Services and Solutions delivery (S&S) capabilities within the market:provide strategic leadership and direction for delivering an excellent customer experience to clients/customers, against high quality & compliance standards and with optimal financial performance.
You will report to the Africa Market Leader.
Key areas of responsibility:
Define Service delivery market strategy as part of Market SPOR ensure consistency and alignment of operational capability building, improvement focus and SPOR objectives
Manages all facets of customer relation and retention during customer lifecycle - driving optimal Customer Experience (NPS), against contractually agreed customer service levels.
Ensures compliance for all Services & Solutions delivery processes in line with Q&R policies
People management, ensure overall high level of talent and engagement - identify capability gaps and work with HR on strategic workforce planning, including selection, developmentand performance management
Drive performance culture by LEAN empowerment of service team, establish local ownership and provide guidance and tooling (Daily mgmt, Problem solving) to steer outcomes based on facts and figures (KPI’s)
Manage relevant stakeholders within market, businesses, function, including timely reporting.
Service s Operations - managing Maintenance Services deliveryperformance, compliance and quality towards customers
Responsible for Field Service Engineers (FSE) teams – skills, quality, capacity
Responsible for back office activities: Customer Care Center – Technical support – Remote support – Parts logistics – capacity planning and dispatch; including SLA mgmt. to GBS for centralized support
Leadthe overall business strategy creation and operational execution of S&S business across BUs/BGs within a Market. As such, responsible for the BMC-planning with the respective BUs/BGs and execution, and for the financial S&S performance of that business (sales, price, OIT), including professional services.
Responsible for the go to markets strategies, S&Sportfolio x BG. Support BG BMM in creation of integral value propositions driving profitable growth; define and executes commercial policy for S&S
Lifecycle business: drive optimal value during S&S Lifecycle – including FSE trusted advisor selling
Define customer needs by market intelligence and deep customer insights (S&S marketing)
Professional Services & Solutions delivery : drive the profitable growth of Professional Services and ensure seamless Solutions delivery.
Early involvement in the solutions development process – sigh off on deal boards
Accountable for the successful costumer delivery of specific LSP / Solution (NPS, financial)
Responsible for integral solutions delivery teams for business/customer segments (like HI SCS, MA&TC) – including CS solutions architects, technical (pre-sales) support (IT), application, customer projectmgmt., CDM.
Working with Supply Chain for optimal execution of customer project delivery ( installation )
Ensure customer success management
Indirect business and strategic partner management – Operational CS Delivery(cost, quality) and CS Capability & Capacity Development Management.
To succeed in this role, you should have the following skills, behavior and experience
Acts as a role-model for our Philips behaviors : Customer first, Quality & Integrity always, Team up to Win, Take Ownership to deliver fast, Eager to improve and inspire
In depth knowledge of the functional area, business strategies, goals
Track record in leading virtual multicultural large teams
Excellent communicationskills, interpersonal and influencing capabilities.
Strong goal-setting, team leadership, coaching and development skills
Strong analytical skills
Data driven and strong in process management
Result driven attitude.
University degree, and experience in the relevant domain
Experience in Services and Solution Delivery
Experience leading cross functional team within an int’l matrix org
Able to work in a highly complex and dynamic environment
Certified LEAN Advanced
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 .