You will report to Head of Market Operations Africa.
Manages all facets of Tier 1 Distributor Service Performance and capability development participating in the resolution of customer concerns.
Analyzes operational and service sales performance, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Owns and drives the service operational compliance aspects.
In this role, you have the opportunity to
Ensure that the service sales and delivery processes in Tier 1 distributors are executed according to plan and in line with the blueprint processes
Monthly meeting with the Market management to review KPI’s
Create and execute action plans to improve the channel capability, performance, compliance and outcomes in alignment with the Channel Manager.
Drive development of service capability and service sales development in Tier 1 distributors
Manage operations interface with customers and distributors:
Identification of present and future customer needs by assessing whether the delivered performance and services matches the customer needs
Assure that the delivered services are in line with the performance service level agreements as defined in the customer services contracts by performance review of the installed base
Assure correct offering and crediting in case of non-compliance
Customer visits and communication to assure increasing levels of customer satisfaction
Drive timely contract renewal, warranty conversions and installed base coverage under service contract or time and material sales.
Ownership of customer complaints: Co-ordinate and drive resolution within specified time
Communication on customer information:
With sales representatives to support the order acquisition process
Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution
Operational management, performance management and relation management on Operations for distributors ensuring customer satisfaction and profitability
Ensure un-compromised implementation of the standard Philips business processes, quality standards and standards of business conduct according to Philips policies
Ensure operations are monitored to be compliant to relevant version of business unit service manuals and relevant Philips Healthcare quality policies
Adherence to G2M (Go to market) and W2P (Where to place) framework for the distributors in scope
Responsible for district customer feedback performance according to applicable quality standard policy
Take all necessary actions, including the deployment of team objectives, to ensure full compliance with all Business and Q&R policies and procedures. Conduct reviews with the Q&R organization and lead the implementation of improvement actions to ensure that the relevant part of the quality system meets internal requirements and the standards & regulations stipulated by applicable external bodies
To succeed in this role, you should have the following skills and experience:
Degree level education or equivalent
Experience in Customer Services
Experience with leading a cross functional team
Experience in distributor management, emerging market and performance management
Fluent in English and French Preferred, verbal and written in addition to local language
In return, we offer you
A path towards your most rewarding career. Succeeding in this 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.
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Only apply for this role if you are a South African Citizen by birth or Naturalization prior to the 27 April 1994.
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/PhilipsChronicDisease5.jpg . Life at Philips is an opportunity for personal and professional growth. And a journey into the unexpected; our people often experience moments when their lives and careers come together in meaningful ways at https://youtu.be/ZaqTa3dvlQ .
In addition to being purpose-driven, we deeply believe in equality and that our people should be a reflection of the society and countries in which we operate. So we value our people in all aspects of diversity, whether generational, gender, experience, ethnicity, race, sexual orientation, ability, nationality, or other aspects. We believe that a flexible and inclusive culture invites a full spectrum of ideas, opinions, and experiences, and strive to create it wherever possible.
To find out more about what it is like working for Philips at a personal level, visit the Working at Philips page at https://www.careers.philips.com/executive/global/en on our career website, where you can read stories from our employee blog at http://www.usa.phttps:/www.usa.philips.com/a-w/our-people/life-at-philips.htmlhilips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at https://www.careers.philips.com/global/en/recruitmentprocess or find answers to some of the frequently asked questions at https://www.careers.philips.com/global/en/faq .