Philips is a world leading health technology company with a vision to make life better for people worldwide through meaningful innovation.
Making good on this promise depends on our passionate, inspirational, collaborative and diverse team. We have over 80,000+ brilliant people around the world but are always looking for more like-
minded, motivated, focused minds to join us in creating a healthier, more connected society while transforming themselves personally and professionally.
Philips Africa comprises all 54 countries of Africa, from the Cape to Cairo, and from the Atlantic to the Indian Ocean. Philips Africa is headquartered in Johannesburg, South Africa and it has a direct presence in four other African countries, in the cities of Accra, Casablanca, Cairo and Nairobi.
Currently we have the opportunity for a dynamic Customer Service Manager North-East Africa Philips Health Systems, to join our team and to be based in Cairo Egypt.
As a Customer Service Manager, you will be responsible for the planning and realization of Service sales in the district, for the execution of verification of project installations, the service performance in the district and the execution of services.
You will ensure maximizing customer satisfaction at lowest possible cost. You will be the driving force of change in continuous improvement focused on customer experience, operational improvement resulting in lower cost of execution.
You will report to the Head of Market Operations.
You are responsible for :
Monthly meeting with the Head of Operations to review business balance scorecard KPI’s of the district
Monthly meeting with Market Management to review and agree the rolling forecast and latest view
Manage local Customer call center priorities within the process framework and authorization levels
Ensure that the order realization process and the service delivery processes in the district are executed according to plan and in line with the blueprint processes
Create and execute action plans to improve the operations district KPI’s with focus on customer satisfaction, operational performance, cost and compliance
Contribute to account plan of customers
Manage operations interface with customers :
Identification of present and future customer needs by assessing whether the delivered performance and services matches the customer needs
Assure that the delivered services are in line with the performance service level agreements as defined in the customer services contracts by performance review of the installed base with the customer on a yearly basis
Assure correct offering and crediting in case of non compliance
Customer visits and communication to assure increasing levels of customer satisfaction
Ownership of District customer complaints :
Decide on exceptions with respect to Time & Materials offering and invoicing to avoid financial disputes with the customers (for all customer segments)
Co-ordinate and drive resolution within specified time
Communication on customer information :
With sales representatives to support the order acquisition process
Gather, communicate and document customer information to give input to the customer and market intelligence database
Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution
Authorize and manage 3rd party supplier cost and performance in collaboration with market procurement.
People management, including selection, development, goal setting and performance management. Ensure overall high level of talent and engagement levels
Operational management, performance management and relation management on Operations for distributors active in the district ensuring customer satisfaction and profitability
Ensure un-compromised implementation of the standard Philips business processes, quality standards and standards of business conduct according to Philips policies
Responsible for district operations compliance performance within the district and for reporting compliance issues to quality & regulatory functions at regional level :
Deploy compliance objectives to lower district operational positions
Install base accuracy
Ensure operations are monitored to be compliant to relevant version of business unit service manuals and relevant Philips Healthcare quality policies
Plan and monitor training compliance to district and individual needs
Field change order compliance
Responsible for district customer feedback performance according to applicable quality standard policy
Take all necessary actions, including the deployment of team objectives, to ensure full compliance with all Business and Q&R policies and procedures.
Conduct reviews with the Q&R organization and lead the implementation of improvement actions to ensure that the relevant part of the quality system meets internal requirements and the standards & regulations stipulated by applicable external bodies
To succeed in this role, you should have the following skills and experience :
7 years + experience in high-tech environment, ideally Healthcare industry
Master’s Degree level education or equivalent in operations
Experienced team leader and coach within an international matrix organization
Experienced in the service execution of high tech equipment, preferably medical device
Product knowledge and experience in technical service delivery in healthcare industry
Experience in Operational Service management
Proven track record in change management and result oriented
Lean trained and a proven track record in delivering sustainable and consistent operational improvement
Experience in Channel Partner management
Solid influencing skills
Capacity to travel
Fluent in English, verbal and written in addition to local language
In return, we offer you the unique combination of a critical and challenging role and a creative and empowering office environment.
You will be actively encouraged to make improvements, establish best in class service and have a direct impact on the success of Philips on a daily basis.
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.
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