Improve the MR customer escalation management, providing high level and swift support to our colleagues at the field, so to our customers.
Besides providing short term solutions to our customers via coordinating the team effectively, this role is also focusing on building long term, sustainable and permanent solutions to our customer problems.
You are responsible for
Track escalations on daily basis, take reports from the tools (SMAX and OneEMS) and manage escalation resolution performance effectively
Retrieve/Analyze escalation data wrt escalation type, markets, products, age, etc.
Assess requirement for site visits and initiate approval process
Manage hot site escalations via field visits when needed
Identify improvement areas and then create/review/update operational processes (e.g. escalation flow, interaction with other departments, site visits, etc)
Follow up Non-FRU part deliveries those are impacting customer escalations
Take initiative for prioritization of CBOs when needed
Participate in regional escalation meetings with market representatives when necessary
Assess tools for remote support capabilities
Operational KPIs (Such as FTR, OPF, FVF)
Retrieve/Analyze operational KPI data wrt markets, observe the trend and report out
Team up with markets or cross-modalities in order to drive these productivity and performance KPIs
Technical Parts Review
Calculate and report out TPR cost impacts in monthly basis
Supervise market performance via approval/rejection rate analysis per market
Cooperate with FS&E team in order to update TPR list periodically
Coordinate AST trainings during the year and plan the schedule
Collect AST training demand from the markets quarterly
Drive cooperation with Central Education Team
Schedule Help Desk duty for the team
Manage cross charging with markets for site visits
Delegate support requests
You are a part of
MR Service and Solutions Delivery Field Support Team which support our customers and colleagues in order to enable top level Philips customer experience globally. With our team located in different geographies around the world, we aim to provide fastest and highest quality support to our colleagues on the field, so to our customers.
To succeed in this role, you should have the following skills and experience
Bachelor’s degree in relevant area
At least 8 years of relevant experience in similar role in customer services, preferably experience in leading small teams. Experience in the field is a plus
Analytical skills: ability to manage and analyze data
Project management experience: ability to manage projects or groups of tasks
Thinks in a procedural way - understands, reviews and updates processes
Lean 6 Sigma knowledge and experience
Ability to implement corporate directives to provide the highest quality customer service
Ability to team up across different functions and drive progress
Strong communication skills
Fluent in English
Travel percentage 10%
In return, we offer you
A challenging, innovative environment with great opportunities for you to explore.
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. Learn more by watching this video.
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, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.
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