Sr. Manager Order Management / Customer Service (Image Guided Therapy - Devices)

Job Title

Sr. Manager Order Management / Customer Service (Image Guided Therapy - Devices)

Job Description

In this role, you have the opportunity to

Manage all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyze operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
Develop customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Review warranty claims. Develop and manage return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

You are responsible for

  • Leadership of the combined IGT-D order management team, to ensure on-time delivery of both disposables and systems, both domestically and internationally
  • Oversight for how SAP improvements and integration with SPNC are being implemented for the overall IGT-D business within the order management processes
  • Ability to set strategy and execute to achieve established delivery metrics (both capital systems and disposables) and customer satisfaction metrics
  • Leading and developing a high-performance team by establishing sound objectives for each member of the team, and supporting development plans.

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

  • Bachelor's degree Engineering/Business or related discipline, or equivalent; Master's degree a plus
  • Minimum of 8 years of relevant working experience in manufacturing operations environment; order management or customer service experience preferred
  • Proven success in developing and leading teams
  • Strong and demonstrated passion for Continuous Improvement and Lean thinking mindset
  • Demonstrated experience in streamlining processes, driving change, and leading turn around initiatives
  • SAP experience is required

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 .

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.



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