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Job Information

Philips Siloam & SKA Operation Coordinator in Jakarta (Java), Indonesia


You are responsible for

Customer Care Coordination

• Managing customer complaint or customer request and register them in the service management system / SAP.

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

• Make sure that service work orders are created as necessary for CM, PM, FCO.

• Make sure to assign and dispatch Field Services Engineers (FSE’s) based on service orders and schedule.

• Make sure to order spare parts if required (if logistics officer is not in the office) and inform FSE on delivery schedule.

• Make sure to inform customers about their complaint or request and make detailed appointments.

• Manage customer activity (CM, PM, FCO) progress or request and escalate to related party based on Philips escalation procedure.

• Create and update weekly report on every activity (CM, PM, FCO) to operation manager.

• Create monthly downtime report for each customer to operation manager.

• Actively involved in spare part hit rate discussion with related party.

Time & Material (T&M) quote creation

• Coordinate to sales service team to create a T&M quote based on requested services from a customer.

• Send the approved T&M quote to the customer.

Preventive Maintenance (PM) Coordination

• Create PM schedule for Siloam & SKA customer and make sure meet the target as per Philips regulation.

• Create SWO according to PM schedule

• Dispatch SWO to comply FSE as per PM schedule

• Schedule & dispatch FCO’ / Service Work Orders (SWO’s)

• Coordinate Preventive Maintenance schedule with FSE. Escalate to Team Leader or Operation Manager for non-compliance.

Field Change Order (FCO) Coordination

• Create SWO for affected equipment based on the Unit Effective List as provided by the Technical Support Specialist.

• Coordinate FCO parts ordering with Logistics / inventory officer.

• Schedule & dispatch FCO’ / Service Work Orders (SWO’s).

• Provide open FCO report to Operation Manager, Tier 2, Technical Manager, and Head of Customer Service.

• Maintain FCO track.

Data Logger Coordination

• Create monthly Data Logger schedule to pull the data in each hospital that used.

• Schedule & dispatch FCO’ / Service Work Orders (SWO’s)

• See if there is any possibility to combine data pulling (data logger) with any other task (CM, PM, FCO)

Order Closure

• Manage work in progress by reviewing the status of all service work orders and take appropriate actions to push service work orders to the next status

• Review the service work order when it has the status confirmed

• Monitoring and ensure on open SWO Consignment is no more than 14 days aging.

Spare Parts Supply Chain

• Identify delivery issues in an early stage and take corrective actions timely by working closely with suppliers and physical distribution to resolve these supply issues

• Track and trace spare parts

• Actively participate in Customer Services logistics improvement projects

• Coordinate warehouse team (if applicable)

• Inventory management and handling (Data logger)

• Coordinate outbound last mile transport and delivery

• Follow up hold procedure in case of hazard situations

• Coordinate final delivery at customer site

• Follow up in case of missing, damaged or wrong deliveries

• Trigger Defective on Arrival (DEFOA) or VIsual Philips Escalation Resolution (VIPER)

• Initiate returns to supplier and secures financial settlement

In return, we offer you

Describe in two to three lines what tangible and intangible benefits the incumbent will gain in this role. Use our Employer Value Proposition (EVP) themes and information gathered in the RSM as input sources.

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 . 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 on our career website, where you can read stories from our employee blog at . Once there, you can also learn about our recruitment process at , or find answers to some of the frequently asked questions at .