Careers Opportunities at Philips

You are responsible for:

Engagement Strategy, Operations, Product approbations & safety manager

• Manages and grows direct consumer engagement across consumer contact channels including phone, chat, web, social and CRM
• Drive Network Management to ensure speedy repairs and best in class consumer experience.
• Determines and executes consumer care service policy towards retail partners & end consumers.
• Ensure delivery of key care deliverables, TAT (turnaround time), FTF (First time fix), NFF (No Fault Found), Replacement’s control, Cost of Non Quality (CONQ)etc.
• Responsible to resolve any local / presidential / ministries escalation received to the best interest of organization & consumers.
• Responsible to drive product approbations for Africa Region through timely submission & follow up of key inputs required by the local regulators in country of shipment.
• Responsible to drive safety cases in MEA region with proper follow ups & ensure implementation of corrective action in the agreed time frame.
• Responsible for drive quality service and operational performance within the parameters of program and delivery standards
• Analyzes operational processes, establishes escalation procedures, and oversees training needs assessments to identify opportunities for service delivery improvements.
• Responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements.
• Coordinate market feedback for product quality, safety, recalls and compliance and process the same in applicable tools for closures.
• Builds best in class support, social engagement, and CRM experiences to increase NPS, retention and loyalty

Contact Center, Social & R&R (Ratings & Reviews) Experience (incl. self-service)

• Responsible for the support web experience and content and works with the global team to improve self-help solutions
• Improve consumer-centric contact center experiences across phone, messaging chat and other channels and offer seamless e2e journeys
• Manage social engagement operations and Rating and Review & Q&A responses with our social media partners, evaluate/monitor, refine approach and grow the overall performance
• Ensuring a compliant safety incident handling safeguarding consumer-centric solutions and enabling product safety.

CRM

• Localize and brief CRM communications programs driving engagement, customer lifetime value and Sales
• Define and execute activities to acquire consumers to the database through various channels (including social, apps, product boxes)
• Analyze campaigns to increase engagement and conversion, ongoing optimization, drive engagement and CRM Excellence in markets

R&R management

• Work with stakeholders in the BU and global team, to develop & drive R&R and UGC engagement strategies to drive R&R portfolio performance, volume and enabling kill or cure, family grouping
• and platform engagement decisions
• marketing activation to step up on R&R volume
• Measure and improve on performance together with Market Marketing and global teams

VOC insights management

• Extensive regular analysis of consumer feedback insights via NPS, R&R and other forms of consumer feedback to identify issues and new trends
• Together with cross-functional stakeholders, drive improvement actions based on VOC insights

To succeed in this role, you’ll need a customer-first attitude and the following

• +5 years of Experience in reputed organizations, leading / managing key verticals of after sales service
• Bachelor, Master, or comparable degree preferable
• Proven professional experience in Consumer Engagement, driving consumer care operations, consumer insights & CRM
• Experience in and understanding of Consumer Experience drivers & processes
• Analytical skills with demonstrated ability to problem solve
• Strong interpersonal and stakeholder management skills, able to connect people and ideas
• Consumer-centric thinking and behavior
• Strong organizational skills and ability to manage multiple projects at once. Action orientated
• Fluency in business English.

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In this role, you have the opportunity to

• Formulate and execute the commercial supply chain processes and to create, lead and coordinate initiatives and activities to achieve optimum integrated supply chain management within Philips

You are responsible for

• Creates and maintains a safe working environment that continuously improves the Health and Safety of workers, including identification and management of occupational risk, provision of information and training, review of performance and provision of sufficient resources to maintain an effective H&S program
• Pro-actively embeds quality in products and processes while complying with relevant business and regulatory requirements to deliver on our customer promise.
• Actively drives integration across the E2E value chain by identifying key drivers of value and influencing others to work cross functionally to increase operational excellence and customer value.
• Ensures that output of our warehouse and 3PL activities meets current and future demands, regulatory and service requirements and is delivered with competitive costs and speed to our customers Establishes a responsive, agile supply chain, by translating supply chain strategy into processes and policies.
• Drives an optimal balance of supply and demand through integrated planning and effective materials management to maximize performance and profitability.
• Initiates changes to supply chain management concepts in accordance with the customer requirements leading to continuous improvements across the E2E supply chain.
• Lead and develop the supply chain team to ensure the long and short term capabilities.
• Drives supply chain transformation towards digital capabilities through transparency/visibility and data driven decision making
• Actively drives a culture of continuous improvement leveraging LEAN methodology and Philips Excellence Practices
• Advises on and implements the medium-term policy for the supply chain department
• Identifies opportunities for performance improvement within own group and related environment
• Actively campaigns for quality and constantly seeks opportunities to enhance customer satisfaction and cost effectiveness
• Turns issue analysis insights in compelling solutions.
• Aligns the supply chain processes within scope of responsibilities.
• Monitors team and individual performance.
• Ensures self and team is properly trained in Health & Safety related to processes, tools, equipment used in Supply Chain.  
• Demonstrates a clear understanding of all HS&E practices that apply to Operations.
• You are a part of the Healthsystems Service & Solutions Delivery Operations META Team and you will report to the Customer Fulfilment Leader META

To succeed in this role, you should have the following skills and experience:

• Bachelor’s degree, preferably in Business Administration, Supply Chain Management
• 5 years + of related experience, preferably from the Health care industry
• Experience in budget management
• Strong organisational & problem solving skills
• A people person with a Self-starter personality
• Experienced with SAP
• Experienced with Excel (must have)
• Experienced and comfortable in working within a fast paced matrix organisation
• Keen to travel when needed

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You are responsible for

• Serves as the technical resource for implementing solutions that require analysis of situations or data, and an in-depth knowledge of the solution. 
• Prepares site assessments.
• Provides technical review of system configurations to ensure viability of system performance.
• Prepares as-built drawings to document work completed during project or particular job.
• Resolves complex customer issues requiring independent judgment based on strong IT knowledge and skills.
• Provides remote and on-site technical support to installed customer base.
• Instructs customers in the operation and maintenance of the Philips solution. 
• Performs regular maintenance, completes required technical modifications, and conducts troubleshooting and repair to remedy issues.
• Escalates any technical configuration that is not consistent with technical standards.
• Proactively suggests process and product improvements based on site experiences and IT knowledge.
• Demonstrates skills of an IT professional with an in-depth understanding of the Philips' Product(s), IT industry practices and company policies and procedures.
• Delivers customer projects that require analysis of situations and full understanding of the solution being implemented.
• Normally receives little instruction on day-to-day work, works independently, and should be able to take the lead role in most customer engagements. 
• Exercises independent judgment to adapt to typical variances in the customer environment for obtaining effective results.
• Properly completes assigned project activities with responsibility for results within project work estimates and defined delivery methods
• Works in conjunction with internal project managers, clinical application consultants, field service engineers, senior Technical Consultants, third-party entities, and customer technical lead.
• Provides regular status of installation activities to project manager, other team members, and functional manager.
• Collaborates with Philips Solution Architects to assist in the solution selling process. 
• Diagnoses and resolves technical hardware and software issues (remotely & on-site).
• Analyzes reported problems via Remote Service functionality and/or direct contact with the site and collaborates with the Customer Care Solutions Center support engineer to identify, analyze and develop a resolution plan and take the actions required to resolve a customer’s issues.  Resolution plans which exceed the individual’s skill or experience level are escalated to the next support level.  Regular updates regarding the status of the repair activity are communicated to the customer and Philips management.

To succeed in this role, you’ll need a customer-first attitude and the following

• College graduate degree level or equivalent desired in Clinical or Electrical or Computing Systems Engineering. Biomedical Engineer preferred.
• 3 - 5 years experience in troubleshooting Ultrasounds & Patient Monitoring machines is a must have
• Excellent PC skills (e.g. experience with Microsoft Windows and Office software applications) including basic level networking skills
• A minimum of 3-5 years within an engineering, medical or science related environment required
• Minimum 3 years prior experience in customer facing role.
• The candidate must be willing to attend oversees equipment training when required
• The candidate must be willing to travel on occasional basis for support in other regions
• Strong Customer focus
• Capacity to listen and communicate in a clear and effective manner
• Problem solving/troubleshooting mind-set
• Strong team player