Zone Parts Logistics Advocate (West Zone)

Job Title

Zone Parts Logistics Advocate (West Zone)

Job Description

The key role of the Zone Parts Logistics Advocate (West Zone) is to drive the Parts Escalation Process in the assigned geography.  Act as a process owner supporting Service, Sales, Supply Chain and Leadership teams.  Drive cross functional problem-solving activity for delayed or backordered (Critical) parts with the goal to prevent customer agitation to accelerate and resolve part delays focused on continuous communication to the field and leadership teams.    

Your role:

• Working as an internal cross functional team member related to delayed or backordered (Critical) parts impacting patient care. Act as the communications liaison for the S&SD organization adhering with the tiered communication structure to specific stakeholders based on urgency. 

• Monitoring, supporting, and enforcing the end-to-end parts escalation process in the assigned geography. Driving activity while influencing cross functional teams to ensure targets are quickly and effectively achieved.

• Clear understanding of the NAR and SPS processes for part ordering, sourcing, logistics and quality standards for these processes. 

• Engaging Philips global resources to resolve parts issues working specifically with our NAR Parts Order Desk, SPS SPOT, Multi-Vendor and Global ASAP and Tier 3 teams. Awareness of activities at our Top Customer Accounts (IDN’s and Gov’t) tracking consumption levels and facilitating meetings with the teams assigned to these customers. 

• Analyzing data and providing reporting to drive awareness and timely resolution to all levels of leadership

• Leading or supporting transformational projects across the business for continuous improvement utilizing lean methodologies to improve customer experience.

You’re the right fit if:

• Bachelor’s degree, required.

• 7+ years of experience working in a service, supply chain, procurement or technical healthcare role and/or leading teams of direct reports.

• 3+ years of experience working cross functionally leading resolution of urgent customer issues that have been escalated internally.

• Excellent communication skills (written and verbal) with extensive experience formally presenting to and influencing high level executives in a dynamic manner. Proven ability to develop close working relationships with external customers and diffuse tense situations, and comfortable and tactful in escalating issues internally with demonstrated success working through roadblocks and solving problems of diverse scope utilizing analytical skills.

• Previous experience with CRM and ERP platforms preferred. Project Management, Lean Principles, Customer Experience certification and knowledge of medical imaging system products are also preferred.

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. 

• Must reside in Pacific Time Zone to manage the West Zone Parts Logistics.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is a field role.

About Philips

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