In this role you have the opportunity to provide strategic leadership and direction for the delivery of pre- and post-sales services and support to the relevant district's customers.
As the focal point for all operational service delivery related issues, you are responsible for executing the service delivery processes in the district ensuring maximum customer satisfaction. You will lead the Field Services Engineers ensuring high level of team work and engagement levels.
You are accountable for
Managing customer relations:
The customer experience is the paramount therefore the role will involve the recognition of customer needs, and subsequently handling customer issues and problems and ensuring that the delivered performance and services matches the customer needs.
Ensuring all delivered services are in line with performance Service Level Agreements as defined in customer contracts, and the monitoring of these SLAs.
You will also seek to increase customer satisfaction and communication through regular visits to discuss operational issues.
Work with district sales and project management to provide technical input in support of the Order Acquisition Process (OAP) and Order Realization process (ORP)
Call out relevant customer issues inside the organization to assure appropriate level of reactivity and problem resolution
Lead and mentor a team of Field Service Engineers and ensure service execution according Philips procedures and processes.
Fine-tuning the centrally built long term resource planning with the team and customers.
Your role will also include performance management and people development, including training plans.
Ensure FSE reports are completed on time and look into workload management. When new tools or customer service processes are implemented, you will be in-charge of training of all engineers.
You will be responsible for service delivery operations compliance performance within the district and also for reporting compliance issues to quality & regulatory functions at regional level.
Ensure installation of base accuracy, and monitor that maintenance operations are aligned with relevant business service manuals and quality policies.
Ensure all tools utilized are also fully aligned with the relevant processes. Furthermore, you will utilize customer feedback to follow up on engineer perform.
To succeed, you should have the following skills and experience:
Bachelor Degree in Engineering.
Relevant experience in large Medical Equipment or Innovative Engineering Industry
Experience in Customer Services environment
Experience in leading and managing a team of technically skilled individuals
Technical expertise of problem solving.
In return, we offer you
A path towards your most rewarding career. A growth path of this position is to grow into other similar positions in other geographies within UK&I or other markets. The Service Delivery role could also be a potential step to Account management or Business marketing roles should you be keen.
We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities. Furthermore, Philips University is available to all employees for learning and development opportunities.
A team of 21 field service engineers reports into this role and in turn the role reports to District General Manager. The role will work closely with other Service Delivery Managers across UK.
Philips are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
Should you require any reasonable adjustments to enable your participation in the interview process, please advise us of this upon application.
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. 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 on our career website. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.
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