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, including escalation management and conflict resolution.
Coordinated approach to customer management with cross functional teams
Working with district sales and project management to provide technical input in support of the Order Acquisition Process and Order Realization process
Responsible for achievement of monthly revenue targets through time & materials work, out of contract or relocation work.
Manage P&L of customer support services for defined district.
Drive new Customer Support initiatives for potential increase to revenue recognition
Recruitment and retention of engineer team as well as the development of workforce planning and resourcing for success.
Coaching and mentoring team, ensuring service execution according Philips procedures and processes.
Ensure health and safety requirements are in place and discussed regularly.
Maintain Install base accuracy
Ensure maintenance is completed within Philips guidelines and that it is compliant to the relevant version of business unit service manuals and quality policies and reporting.
You're the right fit if
Ideally, you will have a bachelor’s degree in either engineering, health care/science and come with previous field service engineering experience and expertise within Healthcare.
You will come with a proven track record in change management, leadership, and development of a high performing Engineering team.
Previous experience in effectively managing a P&L.
Ability to use analytics and decision-making tools for streamlining the business.
You will have excellent communication and stakeholder management to successfully build and maintain internal and external relationships, as well as solid negotiation and conflict resolution abilities with the ability to influence at all levels within business.
The ability to work under pressure, as well as managing conflicting priorities.
You will also need to hold a full NZ driver’s license and already have New Zealand working rights.
Please note: Police checks will be required during the onboarding process.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
Philips is an equal opportunity employer committed to building and supporting an inclusive workforce that reflects the diverse communities we operate within. Your application will be fairly assessed, regardless of your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran or disability status.
We’re living this commitment through our Reconciliation Action Plan and employee-led resource groups, and we encourage people from all backgrounds, including Aboriginal and Torres Strait Islander, Māori and Pacific Peoples, to apply.
Should you require assistance during your application process due to accessibility reasons, we will accommodate this upon request.
