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Philips Head of Customer Service, Health Systems in Seoul, South Korea

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In this role, you have the opportunity to

As a member of the Health Systems Management Team, this position holder will be responsible for customer satisfaction and improving the standards of customer delivery and efficiency process.

This role ensures a high level of collaboration and engagement levels. This role is essential to providing strategic leadership in driving profitability and productivity through improved service delivery to achieve simplification and productivity in overall Customer Service (CS) business.Leads the development and implementation of Service & Solution Delivery strategy to support enterprise goals.

You are responsible for Management of the Market

  • Develop the function to enable the effective and efficient execution of the services delivery processes.

  • Develops capabilities and Service & Solution Delivery initiatives to support Service & Solution Delivery performance over a multi-year horizon.

  • Ensure the execution of the customer services strategy is according to the blueprint

  • Enable and manage the CS Business in Korea aligning with Sales team:

  • Definition and deployment of CS Sales strategy

  • CS Sales funnel management

  • Price/margin realization

  • Enable and lead the execution of services in Korea consisting of:

  • Customer Care Management

  • Technical Support Management

  • CS business Management

  • Functional Guidance to Managers

  • Lead the department according to critical metrics and related action plans. Report on a regular basis to region management

  • Ensure that the long term planning (Planned Maintenance and Field Change Orders) is timely created and communicated to the district teams

  • Intensify to partnering departments in case of support such as training, tooling needs/process adaptations

  • Define improvement actions together with Business Managers and District Managers to secure Customer Services business targets and calls out in cases when not met

Account Management Operations

  • Responsible for strategic accounts to represent Philips for all after-sales issues, manages the customer relation

  • Responsible for customer satisfaction in relation to Services activities

Quality & Regulatory

  • Ensures compliance for all CS processes in line with Q&R policies

People Management

  • Leading the Customer Service team, including selection, development, goal setting and performance management.

  • Ensure overall enthusiastic talent and engagement levels

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

  • Excellent verbal and written communication skills.

  • Degree level education or equivalent

  • Minimum 15 years of professional experience

  • Customer service delivery experience in healthcare and IT industry

  • Experience with leading a cross-functional team within an international matrix organization

  • Proven track record in change management, leadership, and development of a high performing team

  • Excellent communication skills and a keen ability to build networks internally and externally

  • Strong business acumen.

In return, we offer you

We are happy to provide an opportunity to work with one of the strongest research labs in the world and deliver solutions will have a direct impact on patient care. You will be part of a flexible team of highly skilled professionals that are able to find an excellent work-life balance. Just think the solutions you develop will give a better balance to the healthcare professionals and patients they are treating.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to build a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering creative solutions across the health continuum. Life at Philips is an opportunity for personal and professional growth. And a journey into the unexpected; our people often experience moments when their lives and careers come together in meaningful ways.

In addition to being purpose-driven, at Philips, we deeply believe in equality and that our people should be a reflection of the society and countries in which we operate.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions

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