Philips Service Delivery Manager in Petaling Jaya, Malaysia

In this role, you have the opportunity to

Act as the focal point for all operational service delivery related matters. As the Services Delivery Manager, you are responsible for executing the service delivery processes in the district ensuring maximum customer satisfaction, and for leading the Field Services Engineers ensuring high level of team work and engagement levels.

You are responsible for

Managing customer relation:

  • Recognize customer needs by managing escalations and ensures that the delivered performance and services matches the customer needs

  • Assure that the delivered services are in line with the performance Service Level Agreements (SLA’s) as defined in the customer services contracts

  • Assure that all issues raised during the product lifecycle starting from product installation to maintenance are resolved, escalation management and conflict resolution

  • Customer visits and communication around operational issues to assure increasing levels of customer satisfaction

Working with district sales and project management to provide technical input in support of the Order Acquisition Process (OAP) and Order Realization process (ORP):

  • Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution

People Management of all Field Services Engineers (FSE) of the district:

  • Coaching the FSE and ensure service execution according Philips procedures and processes

  • Fine-tune the centrally created long term resource planning with his team and customers

  • People Performance Management

  • People Development

  • Determine FSE training plans based on district and individual needs

  • Ascertain FSE reports are complete & on time

  • Workload management

Process and tools responsibility:

  • Ensure training of new hires and FSE on way of working, tools utilization, assuring change management related to implementation of new tools and customer services processes for the area

  • Responsible for service delivery operations compliance performance within the district and for reporting compliance issues to quality & regulatory functions at regional level:

  • Install base accuracy

  • Ensure maintenance is operated and monitored to be compliance of relevant version of business unit service manuals and relevant quality policies

  • Ensure the measuring tools used by engineers match service manuals required specifications and are under a controlled calibration process

  • Engineers customer feedback follow up performance

  • Field change order compliance

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

  • Degree level education preferred.

  • 10 - 12 years of related experience in Service Delivery/ Customer Services environment

  • Experienced in managing people and leading a big team

  • Possess good interpersonal and problem solving skills

  • Technical expertise is an advantage

  • Good understanding of business, customers, and Service Level Agreements (SLAs)

In return, we offer you

A path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this market-based role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. 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.

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 .

In this role, you have the opportunity to

Act as the focal point for all operational service delivery related matters. As the Services Delivery Manager, you are responsible for executing the service delivery processes in the district ensuring maximum customer satisfaction, and for leading the Field Services Engineers ensuring high level of team work and engagement levels.

You are responsible for

Managing customer relation:

  • Recognize customer needs by managing escalations and ensures that the delivered performance and services matches the customer needs

  • Assure that the delivered services are in line with the performance Service Level Agreements (SLA’s) as defined in the customer services contracts

  • Assure that all issues raised during the product lifecycle starting from product installation to maintenance are resolved, escalation management and conflict resolution

  • Customer visits and communication around operational issues to assure increasing levels of customer satisfaction

Working with district sales and project management to provide technical input in support of the Order Acquisition Process (OAP) and Order Realization process (ORP):

  • Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution

People Management of all Field Services Engineers (FSE) of the district:

  • Coaching the FSE and ensure service execution according Philips procedures and processes

  • Fine-tune the centrally created long term resource planning with his team and customers

  • People Performance Management

  • People Development

  • Determine FSE training plans based on district and individual needs

  • Ascertain FSE reports are complete & on time

  • Workload management

Process and tools responsibility:

  • Ensure training of new hires and FSE on way of working, tools utilization, assuring change management related to implementation of new tools and customer services processes for the area

  • Responsible for service delivery operations compliance performance within the district and for reporting compliance issues to quality & regulatory functions at regional level:

  • Install base accuracy

  • Ensure maintenance is operated and monitored to be compliance of relevant version of business unit service manuals and relevant quality policies

  • Ensure the measuring tools used by engineers match service manuals required specifications and are under a controlled calibration process

  • Engineers customer feedback follow up performance

  • Field change order compliance

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

  • Degree level education preferred.

  • 10 - 12 years of related experience in Service Delivery/ Customer Services environment

  • Experienced in managing people and leading a big team

  • Possess good interpersonal and problem solving skills

  • Technical expertise is an advantage

  • Good understanding of business, customers, and Service Level Agreements (SLAs)

In return, we offer you

A path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this market-based role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. 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.

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 .