Philips Consumer Care Manager in Petaling Jaya, Malaysia

Royal Philips (NYSE: PHG, AEX: PHIA) is a leading health technology company focused on improving people's health and enabling better outcomes across the health continuum from healthy living and prevention, to diagnosis, treatment and home care. Philips leverages advanced technology and deep clinical and consumer insights to deliver integrated solutions. Headquartered in the Netherlands, the company is a leader in diagnostic imaging, image-guided therapy, patient monitoring and health informatics as well as in consumer health and home care. In 2017, Philips’ health technology portfolio generated EUR17.8 billion in revenue and employs about 74,000 employees in more than 100 countries. For careers with Philips, check out careers.philips.com/APAC . For news about Philips, visit www.philips.com/newscenter .

You are responsible for

  • Managing Consumer Care operations for Philips Personal health business in Malaysia and ensure all operational KPIs are met.

  • Analyze operational processes, escalation procedures and perform training needs assessments for identifying opportunities for service delivery improvements.

  • Responsible for managing the performance of our authorized service partner(s) i.e. Time to Response, Repair Turnaround time, Repeat repair, etc.

  • Monitor and manage the spending on CONQ/Cash-outs (Costs on resolving non-quality issues).

  • Monitor the quality of products downstream (field call rate) and work with the product business groups for continuous quality improvements

  • Provide adequate support for the regional call center and ensure they meet the local requirements & KPIs.

  • Identify Consumer experience improvement areas and initiate projects to address them.

  • Manage the delivery fulfillment operations for the Philips on-line Store and Sales related redemptions.

  • Manage people and drive the performance of the operational teams (both direct and indirect reports)

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

  • Minimum 8 to 10 years of relevant customer support management experience; ideally in a similar/competitive industry

  • Holds a tertiary qualification

  • Proven experience in managing & delivering after-sales service programs

  • Strong Influencing & team playing skills

  • Effective communication skills with fluency in English

  • Strong functional understanding in the areas of Consumer Care, Call Centers & Social Media care

  • Basic understanding of LEAN methodology will be an added advantage

In return, we offer you

A path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this market-based 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.

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 .

Royal Philips (NYSE: PHG, AEX: PHIA) is a leading health technology company focused on improving people's health and enabling better outcomes across the health continuum from healthy living and prevention, to diagnosis, treatment and home care. Philips leverages advanced technology and deep clinical and consumer insights to deliver integrated solutions. Headquartered in the Netherlands, the company is a leader in diagnostic imaging, image-guided therapy, patient monitoring and health informatics as well as in consumer health and home care. In 2017, Philips’ health technology portfolio generated EUR17.8 billion in revenue and employs about 74,000 employees in more than 100 countries. For careers with Philips, check out careers.philips.com/APAC . For news about Philips, visit www.philips.com/newscenter .

You are responsible for

  • Managing Consumer Care operations for Philips Personal health business in Malaysia and ensure all operational KPIs are met.

  • Analyze operational processes, escalation procedures and perform training needs assessments for identifying opportunities for service delivery improvements.

  • Responsible for managing the performance of our authorized service partner(s) i.e. Time to Response, Repair Turnaround time, Repeat repair, etc.

  • Monitor and manage the spending on CONQ/Cash-outs (Costs on resolving non-quality issues).

  • Monitor the quality of products downstream (field call rate) and work with the product business groups for continuous quality improvements

  • Provide adequate support for the regional call center and ensure they meet the local requirements & KPIs.

  • Identify Consumer experience improvement areas and initiate projects to address them.

  • Manage the delivery fulfillment operations for the Philips on-line Store and Sales related redemptions.

  • Manage people and drive the performance of the operational teams (both direct and indirect reports)

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

  • Minimum 8 to 10 years of relevant customer support management experience; ideally in a similar/competitive industry

  • Holds a tertiary qualification

  • Proven experience in managing & delivering after-sales service programs

  • Strong Influencing & team playing skills

  • Effective communication skills with fluency in English

  • Strong functional understanding in the areas of Consumer Care, Call Centers & Social Media care

  • Basic understanding of LEAN methodology will be an added advantage

In return, we offer you

A path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this market-based 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.

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 .