Service Operations Manager
hace 3 días
Job Overview
- The role of Service Delivery Manager is pivotal in ensuring service delivery to customers in Mexico, acting as their primary contact for service performance and contract commitments.
You will fulfill this role together with your team of Field Service Engineers and partners (distributors) in Mexico to deliver the best possible customer experiences while ensuring compliance and seamless service.
Your Key Responsibilities:
- Develop Service Strategy: You will develop the service strategy (direct and indirect) of Ultrasound and Patient Monitoring, focusing on delivering high-quality services that meet customer needs.
- Escalation Handling: You will take the lead in managing customer escalations by coordinating with technical colleagues to develop action plans, ensuring clear communication and expectation management both internally and externally.
- Team Leadership, Development & Collaboration: You will coach and guide your team of Field Service Engineers in delivering on service commitments, ensuring operational excellence and driving continuous performance improvements, fostering individual growth and strengthening team performance.
- Profitability: You will monitor and safeguard the profitability and margin of your customer contracts and ensure operational excellence of your team, safeguarding the profitability of the service operation for HPM and US.
- Daily Operations Management: You will oversee daily operations and manage the performance of Partner's service operation sub-teams, ensuring effective coordination and communication.
- Partner and FSE Training Compliance: You will drive Partner and FSE Training Compliance, ensuring education – training path is followed, certification is organized and delivered, and CSIP compliance.
- Spare Part Logistics and Return Inventory Performance: You will manage spare part logistics and spare parts return inventory performance, ensuring timely delivery and minimal stockouts.
- Field Change Order Performance: You will oversee partner Field Change Order (FCO) performance, ensuring efficient and compliant execution.
- Installed Base and Contract Management: You will manage installed base and contract management, ensuring accurate tracking and adherence to contractual obligations.
You are the right fit if you have a minimum of 5 years of experience in service operations with a preferred technical background in US and/or HPM. Having experience in handling partner relationships will be a plus.
You possess excellent communication, leadership, and collaboration abilities. An analytical mindset and continuous improvement focus with the ability to lead teams effectively and resolve conflicts. Strong problem-solving skills and proficiency with statistical analysis are also highly desired.
A graduate degree in biomed, electronic-electrical engineering or similar is required. An MBA is a plus.
About Philips
We are a health technology company committed to improving people's lives through innovative healthcare solutions. Our mission is to make a positive impact on society by providing quality healthcare products and services.
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