Service Delivery Manager SRC (m/f/d)

<h3>Job Title</h3>Service Delivery Manager SRC (m/f/d)<p></p><h3>Job Description</h3><p><b>Your role:</b></p><p>Customer satisfaction:</p><ul><li>Responsibility for the strategic development of assigned customers and the development of customer-specific solutions together with Sales</li><li>Ensuring a high level of customer satisfaction through operational excellence</li><li>Building and maintaining lasting customer relationships with regard to operational issues to ensure a high level of customer satisfaction</li><li>Independent processing and management of customer complaints</li></ul><p></p><p>Employee management:</p><ul><li>Discipline management of service staff in his/her team to ensure that tasks are carried out according to Philips processes, procedures and quality requirements.</li><li>Management of team performance and coaching and development of employees</li><li>Responsibility for technical and personal training planning based on changes in the installed base, staff resources and individual training needs.</li><li>Effective resource planning taking into account utilisation, capacity, operational KPIs and regulatory requirements (in coordination with the Operations Manager)</li><li>Supporting deployment planning to ensure even utilisation of field service resources in line with demand</li><li>Ambassador and role model for the implementation of improvement or change projects, communication and application of Philips behaviours and culture</li></ul><p></p><p>Delivery Management:</p><ul><li>Responsibility for CS sales target achievement and operational KPIs.</li><li>Ensuring the entire operational service delivery in the field: Installations, maintenance, FCOs; Repairs; All order-related activities in the field; Responsibility for the resolution of technical escalations; Compliance with Philips processes and applicable guidelines</li><li>Responsibility for prioritising service delivery and representing his decision internally and externally.</li></ul><p></p><p>Internal communication:</p><ul><li>Interact and collaborate with the Customer Care Centre, Technical Support and all other internal departments involved in delivering service excellence.</li><li>Ensuring a smooth process, taking into account the interfaces and passing on all relevant information in the service chain</li></ul><p></p><p>Q&amp;R and Health &amp; Safety:</p><ul><li>Ensure training of new employees in the team on correct working practices and compliance with regulations. Supporting employees in the introduction and use of new tools and processes in the district</li><li>Monitoring compliance with Q&amp;R and safety guidelines</li><li>in his team</li><li>Communication of relevant installed base data (e.g. SVT1, SVT2)</li><li>Medical device consultant within the meaning of §31 MPG</li></ul><p></p><p>Projects:</p><ul><li>Collaboration in and, if necessary, management of projects</li></ul><p><br/><br/><b>You're the right fit if:</b></p><ul><li>Leadership experience (incl. motivating a team)</li><li>Strong customer management skills</li><li>Assertiveness and escalation management</li><li>Knowledge of medical technology and ideally Philips products</li><li>Very good understanding of the processes and challenges in healthcare and hospital operations</li><li>Excellent communication skills, especially at management level internally and externally</li><li>Very good negotiation skills</li><li>Very good conceptual skills, analytical and strategic thinking and acting</li><li>Sound business management knowledge</li><li>Field service experience</li><li>Very good knowledge of internal processes and interfaces</li><li>Reliability, commitment and very confident and eloquent demeanour</li><li>Interdepartmental professional teamwork (team player)</li><li>Very high flexibility and resilience</li><li>Very good MS Office knowledge and documentation skills</li><li>High willingness to travel in the place of work / in the region</li><li>Willingness to work weekends</li><li>Willingness for extended emergency service and 24*7 on-call duty</li></ul><p><br/><br/><b>About Philips</b><br/>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.<br/>• Learn more about <a href="https://www.philips.com/a-w/about.html" rel="noopener noreferrer" target="_blank">our business</a>.<br/>• Discover <a href="https://www.philips.com/a-w/about/our-history.html" rel="noopener noreferrer" target="_blank">our rich and exciting history</a>.<br/>• Learn more about <a href="https://www.philips.com/a-w/about/environmental-social-governance/our-purpose" rel="noopener noreferrer" target="_blank">our purpose</a>.<br/><br/>If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or