In this role, you have the opportunity to :
Maximizing and drive customer satisfaction and relationship management. Driving high quality service in accordance with Philips Standard and Policies.
You are responsible for
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
Structural customer visits and communication around operational issues to assure increasing levels of customer satisfaction
Working with key account managers, project management, sales 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 and drive qualitative and complaint service delivery
Coach engineers and ensure service execution according Philips procedures and processes. People Performance Management & People Development, identify develop a talent and lead by example to promote a performance culture
Distribution / Mapping of engineers allocation within the country based on customer / country demand
Ensure training of 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 / country and for reporting compliance issues to quality & regulatory functions at regional level :
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
You are part of
An organization with an incredible diversity of nationalities, skills, backgrounds, functions and challenges. At Philips we have opportunities for graduates as well as experienced professionals in everything from applied research to marketing and sales in over 100 countries.
We’re a fascinating company to be part of, with a strong emphasis on cultural awareness, mutual understanding and out-of-the-box thinking.
To succeed in this role, you should have the following skills and experience
5+ years of experience in Customer Service Management, Biomedical or Project Management.
Excellent communication skills in English. Verbal and written Arabic is a prerequisite
Strong Problem Solving Skills and Proven record of a being a coach / mentor
Topnotch leadership skills with basic financial knowledge
Lean Leadership Certified
In return, we offer you
A dynamic position in a challenging, innovative environment with great opportunities for you to explore. As a market-driven company, we’re used to listening to our customers & apply the same thinking to our employees.
We offer a competitive salary, outstanding benefits and flexibility in a career with a positive and supportive atmosphere in which to develop your talents further.
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, 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.
If you are interested in this opportunity to join us, please upload your resume and motivation letter through the Philips career site- vacancy number 322583.
After a pre-selection process based on your CV, you will be invited for a face-to-face recruitment- and business interviews.