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Job Information

Philips Customer Service Technical Manager in Seoul, South Korea

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Key Areas of Responsibility

  • Co-own the NPI process with the Operations Mgr.

  • Work together with modality/service manager and Operations manager in ensuring the field team competency are in compliance and relevant.

  • Coach the TSS in how they perform their work

  • Ensure & working with Q&R Dept.to ensure compliance to safety and regulatory requirements in engineering standards

  • Support TSS escalations for their modality by engaging with BU technical mgmt team.

  • Maintain relation with the APAC technical manager and with Service Innovation of the Business Unit

  • Own the improvement actions as initiated by the Modality Performance Manager

  • Co-own the CS inventory mgmt with Operations Mgr to ensure the optimum level of inventory required to deliver the Customer needs.

Evaluate

  • Advice the Modality/Service manager for the needed investments in tools & test equipment & training gaps

  • Advice the District Operational Manager w.r.t required modality resources and needed technical product training

  • Ensuring all the technical escalation are resolved timely.

  • Review the FSE/RSE performance to act as second assessor in the PPM

Authorities

  • Advice the Head of Service on required resources in the districts

  • Request and advice for investment budget for tools & test equipment

  • Act as second assessor in the PPM of FSE’s

  • Create a managerial escalation in case of a out of control technical escalation

  • Owner of the Field Change Order (FCO)

Key measures

  • Technical escalation (average open days)

  • Field Change Orders (FCO’s) overdue

  • FSE Engagement, TSS Engagement.

  • Technical KPIs (First Time Right, Compliance to installations standards, First Time Fix)

Describe in one impactful sentence the bigger purpose that this role contributes to in our company.

You are responsible for

· Important responsibility #1

· Important responsibility #2

· Important responsibility #3

· Important responsibility #4

· Important responsibility #5

· Important responsibility #6 (optional)

· Important responsibility #7 (optional)

You are a part of

Describe in two to three lines the place of the role in the organization and the team culture.

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

· Important criteria #1 (minimum education level and/or related major for the role)

· Important criteria #2 (mandatory technical experience, knowledge and/or certification)

· Important criteria #3 (mandatory technical skills)

· Important criteria #4 (required personal skills)

· Important criteria #5 (language)

· Important criteria #6 (optional)

· Important criteria #7 (optional)

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 https://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. Learn more by watching this video at https://youtu.be/ocnMFp1JBuM .

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at https://www.careers.philips.com/professional/global/en/workingatphilips on our career website, where you can read stories from our employee blog at https://www.careers.philips.com/global/en/blog-unexpected . 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 .

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