As a Service Delivery Manager, you will manage all aspects of customer service operations while leading operational teams to achieve business goals and align activities of teams to support business strategy objectives and contribute to business financial commitments. Be responsible for customer satisfaction and relevant quality, legal, and compliance requirements.
Your role:
Recognizing customer needs by managing escalations and ensuring that the delivered performance and services matches the customer needs.
Assuring that the delivered services are in line with the performance Service Level Agreements (SLA’s) as defined in the customer services contracts.
Assuring that all issues raised during the product lifecycle starting from product installation to maintenance are resolved, escalation management and conflict resolution.
Structural customer visits and communication around operational issues to assure increasing levels of customer satisfaction.
Working with key account managers, project management, sales management to provide technical input in support of the Order Acquisition Process (OAP) and Order Realization process (ORP) Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution.
Coaching engineers and ensuring service execution according Philips procedures and processes when establishing a high performing team.
Determining Field Service Engineer training plans based on compliancy requirements and individual needs.
Be responsible for patient safety and relevant quality and compliance requirements.
Lead Service delivery team & professional engineers, in addition to the full alignment of all teams to support business strategy objectives and contribute to business financial commitments.
Utilize LEAN techniques to drive operational efficiency improvements at the business and department level.
Identify & develop talent and lead by example to promote a performance culture.
As a Service Delivery Manager, you will be the part Service Delivery Team and will report to District Ops Manager Egypt
You're the right fit if:
Engineering Bachelor’s degree (Master’s degree in business is plus).
Experience with customer service management/biomedical with team leading experience.
Customer focused & High Commitment to patient safety and quality.
Role model (Responsive, High discipline, agile and have high consistency in delivering results).
Have the skills, ability to lead, inspire & develop high talented professional team members, and being open to feedback for driving results and fostering team engagement & positive performance culture.
Have excellent analytical skills to solve problems and to make decisions on spot, as well as being able to articulate complex procedures by thinking laterally and offer creative solutions.
Fluency in English, verbal and written in addition to local language
About Philips
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.
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• Discover our rich and exciting history.
• Learn more about our purpose.
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 other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.
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