As a member of the Customer Care Center team, will also support the scope below:
Call & Service Activity Management
Attend customer calls and register them in the service management system
Determine the routing of the customer call depending on the customer’s request and contract obligations
Create service work orders if necessary
Assign and dispatch Field Services Engineers (FSE’s) to service orders
Order spare parts if required and inform FSE on delivery schedule
Inform Customers status of their call and confirm appointments
Manage the progress of the customer call and escalate if service levels are in danger
Work Order Management
Manage WIP by reviewing SWO status and perform proper goods movement when necessary
Identify and parts / service delivery issues in an early stage and take corrective actions timely by working closely together with suppliers, CS Delivery Manager, FSE or relevant stakeholder to mitigate the risk of delivery
Coordinate final delivery at customer site
Follow up in case of missing, damaged or wrong deliveries
Trigger Defective on Arrival (DEFOA)
Comply with export control regulation
Register & label all service tools required by FSE for field service delivery
Understand the calibration requirements of the service tools, track and update calibration records
Monitor the tools movement, recall tools and arrange with service vendors for on time calibration services
Ensure tools that are not at condition for service, e.g. out-of-tolerance, defective or overdue for calibration, etc, are recalled and sent to qualified service vendors for on time calibration services
Support CS Delivery Manager in assessment of quality impact on services performed using tools found out-of-tolerance
Service & Resource Planning
Proactively plan & agree the Preventive Maintenance schedules with customers as per the product requirements and contract obligations.
Assign trained and available FSE to perform the planned services.
Manage progress of the planned service, escalate to CS Delivery Manager for non-compliance and any risk in fulfilling service commitments.
Field Change Order (FCO) Planning
Create SWO for affected equipment based on the Unit Effective List as provided by the Technical Support Specialist
Coordinate FCO parts ordering
Schedule & dispatch FCO’ / Service Work Orders (SWO’s)
Driving Time & Material (T&M) business
Create T&M quotation based on requested services from a customer
Send the approved T&M quote to the customer, and perform necessary follow up process billings for T&M orders
Quality & Regulatory Compliance
Ensure service records and reporting by CCC in compliance to the Q&R requirements. Ensure customer feedback captured timely. Be responsive to the clarification requests from Q&R function or Quality Analysts
Close monitoring on tools and their calibration requirements.
Bachelor's Degree in any field
1-3 years experience in back office and operational environment (preferably in the HealthTech industry)
Excellent English communication skills, both in word and in writing
Above average to excellent Excel Skills
Strong Business understanding, result oriented are required
Fresh Graduates are also welcome to apply
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 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 .