Customer Service Delivery Manager

Job TitleCustomer Service Delivery Manager

Job Description

Manage 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
  • Manage 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

Contact

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