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
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)
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
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
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.
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.
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 .