Philips Customer Service Operations Team Lead in Taguig, Philippines

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As a member of the Customer Care Center team, you will 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

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

Tools Management

  • 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

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)

Operational Excellence

  • Ensure daily time critical activities completed/ escalated on time

  • Eork with stakeholders to drive process & performance improvement to ensure smooth and efficient CS back office operation

Parts Management

  • Work with SPS on material planning/ forecast and returns

  • Manage 3rd party materials on demand

  • Review performance and coordinate activities with the contracted warehouse. Escalate to CS management, MPS and SPS on any warehouse performance and compliance issues

  • Inventory management includes the standby inventory, consignment stock and GIT. Manage WIP by reviewing SWO status and perform proper goods movement when necessary

  • Initiate returns to supplier and secures financial settlement

  • Quarterly cycle count and stock analysis/ reconciliation

Logistics support

  • Identify delivery issues in an early stage and take corrective actions timely by working closely together with suppliers and physical distribution to resolve these supply issues

  • Track and trace spare parts

  • Actively participate in Customer Services logistics improvement projects

  • Coordinate outbound last mile transport and delivery

  • Follow up hold procedure in case of hazard situations

  • 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

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.

Requirements

  • Bachelors degree in Supply Chain management/Logistics/Business Administration or the equivalent

  • 5 years to 10 years experience as Supervisor/Team Manager

  • Strong Reporting background particularly in planning and analytics

  • Advanced Excel knowledge is required

  • Experience in Sales/Supply Chain/Logistics is required

  • Experience in using SAP preferred

  • Hands-on experience with Lean techniques and culture.

  • Strong People management and Project management skills.

  • Process thinking.

  • Improvement skills/attitude

  • Excellent communication skills at different levels

  • Strong cultural awareness

  • Excellent communications skills, both in word and in writing (both languages are mandatory).

  • Strong Business understanding, result oriented approach is required

  • Customer oriented and always sees opportunities to improve the processes (operational excellence)

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 .