Philips Managed Service Coordinator in Guildford, United Kingdom

Mes Helpdesk Coordinator

  • Answer Customer calls and register them on the management system.

  • Determine the routing of the customer call depending on the customer’s request, priority and contract obligations.

  • All Calls to be monitored through timely response until completion ensuring that the Customer is kept updated with the progress of their call.

  • To escalate calls where necessary for increased prioritisation to MES Team Leader or Management.

  • To plan Field Change Orders or follow up work, with the customer.

  • Manage and coordinate PM schedules.

  • Keeping the Call system up to date to show the current status of the call to the MES Team.

  • Call management & Exception reporting via Equipment Management Systems.

  • Corresponding with Customers via phone & email

  • To undertake any special responsibilities / Projects as directed by the MES Team Leader.

  • Work with colleagues in Planning, Service Logistics and Contracts, where necessary, to resolve customer issues

  • Managing shared email Inboxes & multi-channel communications

  • Work closely with Field teams & Service Delivery Managers to support the Customers’ needs

  • Attend customer site visits & act as a Customer Advocate for the team

  • Liaising with 3rd part suppliers where appropriate

In this role, you have the opportunity to execute operational excellence to ensure maximum customer satisfaction.

The managed equipment service team are responsible for the management of customer accounts for medical device servicing and repairs.

You are responsible for

  • Answer calls and determine the routing depending on the customer’s request, priority and contract obligations.

  • All Calls to be monitored through timely response until completion ensuring that the Customer is kept updated with the progress of their call.

  • To escalate calls where necessary for increased prioritisation to Team Leader or Management.

  • To plan Field Change Orders or follow up work, with the customer.

  • Manage and coordinate Planned Maintenance schedules.

  • Call management & Exception reporting via Equipment Management Systems.

  • Work with colleagues in Planning, Service Logistics and Contracts, where necessary, to resolve customer issues

  • Work closely with Field teams & Service Delivery Managers to support the Customers’ needs

  • Attend customer site visits & act as a Customer Advocate for the team

  • Liaising with 3rd part suppliers where appropriate

  • To produce weekly and monthly financial reports, as required by customer contract status.

You are a part of a team of 4 coordinators, reporting into the Team Leader

Please note this position is based in Guildford, Surrey. The role involves shift work from Monday – Friday (08:00 – 16:30, 09:00 – 17:30 or 11:30 – 20:00). You will also be required to work “on call” every 4 weekends.

To succeed in this role, you should have the following skills and experience

  • Experience of financial reporting or strong numerical skills

  • Excellent capability using Excel for reporting

  • Confident working to tight deadlines and service level agreements

  • Using knowledge and logic to achieve the completion of all data

  • Experience of SAP or Salesforce is desirable

  • Excellent eye for detail

In return, we offer you

A competitive salary, shift allowance and annual bonus.

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. Furthermore, Philips University is available to all employees for learning and development opportunities.

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.

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. 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 .

Equal opportunities

Philips are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

We guarantee to interview anyone with a disability whose application meets the minimum criteria for the post. By ‘minimum criteria’ we mean that you must provide us with evidence in your application which demonstrates that you meet the level of competence required for each competence, as well as meeting the qualifications, skills or experience defined as required. Philips is committed to the employment and career development of disabled people.

Should you require any reasonable adjustments to enable your participation in the interview process, please advise us of this in your application.

Please apply on-line – Good Luck!

Recruitment agencies : we are fortunate enough to receive lots of fantastic applications for our brand, however when we use agencies we have a PSL in place so please do not contact hiring managers or the recruitment team directly. Unfortunately we are not able to respond to you and cannot accept speculative CV’s as way of introduction.