Service Operations Manager – Europe, PCI – EMR-CM (m/w/d)

at  Philips

JOB DESCRIPTION

As the Services Operations Manager you will manage integral Service optimization to improve customer service level. This is a key leadership position for European Customer Response Team that operates in a demanding 24X7 environment.
The preferred location for the role is Vienna or Eindhoven, but the role can be filled remotely from any EU country

Solution Center Call Qualifying

• Qualifies and prioritizes rapidly and effectively all incoming calls, customer needs and problems
• Documents the call according to the quality system and performs the qualification
• Finds, communicates and implement solutions to the customer’s problems
• Follow up for the case done, until it is entirely solved.
• Keeps Escalation rules.
• Keeps the communication rules and deadlines

Soft Capabilities

• Customer Interaction: Establish and maintain contact with customers upon receiving fault reports, ensuring effective communication throughout the resolution process. Build strong relationships internally & externally.
• Documentation: Document and report safety-related defects or risks in line with the customer feedback process. Share knowledge with peers via the knowledge articles platform.
• Solution Communication: Explain solutions to customers team, confirm understanding, and maintain accurate documentation of accepted tickets

Main tasks

• Responsible for the qualifying customer calls for EMR&CM product calls for geographical territory & customers assigned.
• Operate as the L1 responder for EMR-CM products, find and establish problem solution for technical problems
• Answer basic questions about application and configuration of EMR&CM products
• Find and establish problem solution for basic application problems
• Report and escalate product issues to the responsible BU
• Communication link between field organization and BU
• Provide onsite visits to keep the systems up to date and working.
• Provide customer training for EMR&CM products.
• Act as a technical liaison with Customer, Field organisations, Business Units and 3rd party companies.
• Works with the BU to test hot fixes and future releases of EMR&CM products.
• Understand and keep up to date with current technology.
• Understand and keep up to date with the technical requirements of the assigned products.
• Execute Administrative tasks on time and to requirement

Solution Center Call Qualifying

• Qualifies and prioritizes rapidly and effectively all incoming calls, customer needs and problems
• Documents the call according to the quality system and performs the qualification
• Finds, communicates and implement solutions to the customer’s problems
• Follow up for the case done, until it is entirely solved.
• Keeps Escalation rules.
• Keeps the communication rules and deadlines.

Soft Capabilities

• Customer Interaction: Establish and maintain contact with customers upon receiving fault reports, ensuring effective communication throughout the resolution process. Build strong relationships internally & externally.
• Documentation: Document and report safety-related defects or risks in line with the customer feedback process. Share knowledge with peers via the knowledge articles platform.
• Solution Communication: Explain solutions to customers team, confirm understanding, and maintain accurate documentation of accepted tickets.

Deliver customer training events

• Assist the ICCA Training Center, located in Vienna, to deliver training events, in creating manuals or to hold lessons about EMR&CM products.

Leadership

• Stand solid alongside the services and implementation leader in the assigned geography as a Philips representative on support and related technical problems.
• Lead the EMR-CM support organization in the assigned territory, build, retain and grow the first response team technically with a perspective to grow talent.
• Build strong & close collaboration with SISS Solution Centre, Vienna on all aspects of work including the job scope and planning personal time off in collaboration with other members of the Europe & international support organization to ensure customer commitments are fully met.