Job Opportunities at Philips

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

go to method of application »

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.

go to method of application »

In this role, you have the opportunity to

Implement and track the regional Sales & Marketing strategies for the Sleep and Respiratory care business in to achieve Sales & Marketing goals to achieve Africa and SRC International objectives.

You are responsible for

• Implement and track the sales & marketing strategies with the given concepts to achieve and maximize awareness of Philips Respironics technologies and products.
• Manage the dealer structure in the area. Develop and maintain excellent relationship with distributor management and sales forces. Share information about the actual situation with the management in order to solve the relevant issues with the distributor.
• Develop new distribution channels for SRC in the territory.
• Plan and organize workshops in the scope of marketing and promotion of our technologies and products according company rules and track the results.
• Develop and maintain relationship with key opinion leaders, sleep labs, insurance companies, patient groups and relevant decision makers in the hospitals.
• Motivate and train the distributor sales team according to the company rules and standards.
• Plan and organize regular local Dealer Meetings.
• Monitor and support tender participation.
• Maintain and control pricing structure and manage price list and ensure proper setup in the SAP system with the responsible departments.
• Monitor customer related customer service activities.
• Manage local registration of products for reimbursement and country specific regulations.
• Collect market and competition data in order to develop and supply complete market intelligence in order to identify market dynamics and keep management informed.
• Understand and communicate customer needs. Ensure customer satisfaction is achieved. Interface with the rest of the territory organization and Marketing team in order to communicate and recommend specific market needs.
• Provide all required reports in a timely manner (e.g. weekly reports, tracking sheets, travel expenses)
• Participate at local and international congresses, trade shows and exhibitions.
• Identify lack of product knowledge and key competencies and communicate to the management.
• Take full responsibility of the demo equipment and use it in an effective and economic way.
• Organize weekly tours in an effective and economic way.

You are a part of

• Inside the organization :Philips Respironics Sales & Marketing team, customer service, Logistics and Distribution, quality and regulatory as well as Philips district organizations and Region META organization.
• Outside the organization :Key accounts, Distributors, prescribers and sleep labs, decision makers in the hospital, Key opinion leaders, patient associations, and health insurance/MoH officers

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

• Minimum Qualification: Business, Technical or commercial university level education
• Experience gained in the  Sleep and Respiratory care industry is a must
• Pan Africa experience in the business is a must.
• Capacity to manage the commercial, technical and clinical aspect of the business.
• Experience in working with an indirect business of home care is a must
• Thorough knowledge of the Homecare market including customer, competitors, Homecare and Hospital environment.
• 10 yrs Industry related experience is a must.
• At least 3 – 5 years management experience is a must have
• Past experience on managing medical expos/events.
• KOL advocacy and management experience is a must considering the nature of business.
• Good knowledge in Word, Excel, PowerPoint and Outlook.
• Good presentation skills.
• Remote Team leading experience is a must have
• Fluent in English
• Readiness to travel extensively

Closing Date: 15th, August 2022