In this role, you have the opportunity to
Oversee the day-to-day activities of EAS (equipment assistance specialists) customer service representatives within Philips’ aging & care giving division. In addition, this role will provide direction and guidance to team members to ensure that customers receive excellent service in a timely manner.
You are responsible for
Supervising a team of technically proficient customer service representatives, including schedule adherence, quality monitoring and adherences to department company policy.
Serve as key liaison with IT, Quality and Regulatory, Technical Support, Engineering and Operations regarding problem resolution and process improvements for internal and external customers
Lead and/or support events to improve performance issues
Resolve escalated customer issues and maintain availability to assist representatives and customers alike
Ensures that team is properly trained, performance measurements provided to personnel and timely positive and corrective feedback given
Oversee the discipline process up to and including written reprimands, working closely with Human Resources and Legal to ensure consistency
Other duties and responsibilities as assigned You are a part of In 2017, Governor Bill Haslam announced that Philips would be bringing 800 new jobs to Tennessee at https://www.usnews.com/news/best-states/tennessee/articles/2017-08-24/philips-to-build-health-technology-center-in-tennessee . Since the announcement, Philips Global Business Services North America has continued to expand and develop in the Greater Nashville area. Philips is a global leader in health technology that makes life better for people, like you, through meaningful innovation. This position will be a part of our Global Business Services (GBS) group responsible for leading operational execution, reducing complexity and increasing efficiencies as the in-house team that continuously improves performance to better support our customers. We are looking to build a new team in Nashville of passionate, inspirational, collaborative and diverse professionals empowering excellence around the world for Philips to achieve our mission to improve the lives of 3B people a year by 2030. To succeed in this role, you should have the following skills and experience
Bachelor’s degree in Business, Marketing, Communications or related field is highly preferred
3+ years of customer service experience with at least 1 year experience supervising and leading a team of direct reports
Strong customer service philosophy and the ability to resolve issues in a timely manner
Exemplary customer service through demeanor, approach to relationships with employees and customers, and through leadership style
Team oriented philosophy, ability to gain the cooperation of others in pursuit of company goals.
Strong proven leadership skills, including demonstrated success in:
Creating and communicating a vision for change. Setting direction, managing, and motivating others to achieve goals utilizing contemporary management practices.
Ability to think independently, have strong problem solving skills, and have a continuous improvement mentality.
Excellent coaching and counseling skills and a proven record of accomplishment effectively handling conflict resolution
In return, we offer you
We offer you a dynamic working environment in an innovative business, which offers you excellent opportunities to further develop and fully exploit your talents. This job comes with a competitive salary, excellent benefits and up-to-date training.
Company relocation benefits will not be provided for this position. Candidates need to live within the territory or within commuting distance to the Greater Nashville area.
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, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . 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 .
It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.
As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223 , option 5, for assistance.