Services district leader

2 weeks ago


Jakarta, Jakarta, Indonesia Philips Iberica SAU Full time
Customer Service Delivery Leader, Indonesia (Medtech) Customer Service Delivery Leader, Indonesia (Medtech)

Take ownership of Indonesia Service Delivery performance and lead the overall Services and Solutions Delivery capabilities.

Job Summary:

Provide strategic leadership and direction for delivering excellent customer experience against high quality & compliance standards.

Develop and manage Authorized Service Providers (ASPs) as an extension of Philips's service delivery capabilities in the district (country).

Your Role:
  • Lead the strategic and operational activities related to the complete spectrum of after-sales service delivery and operations across the Indonesia district (country).
  • Drive a culture of performance and collaboration through leadership to embed the behaviors and beliefs required to ensure the service organization is competitively positioned.
Key Responsibilities:
  • Participate in the selection, onboarding, and evaluation of Service Partners, and create action plans to develop their capabilities.
  • Support the commercial & marketing teams for creation of business plans with Partners.
  • Define, implement, and train Authorized Service Partners and/or Market Service and Solutions Delivery associates on service delivery processes, systems and tools.
  • Oversee all facets of customer service and retention during customer lifecycle - driving optimal Customer Experience (NPS), against contractually agreed customer service levels.
  • Ensure overall high level of talent and engagement by identifying capability gaps and addressing via strategic workforce planning, including selection, development and performance management.
  • Drive continuous improvements in employee experience and engagement (EES).
  • Ensure that the Indonesia district meets/exceeds all the relevant service Quality and Regulatory requirements related, but not limited to, Field Change Orders (FCOs), service record quality, internal and external audits and training compliance.
Requirements:
  • 10+ years of experience in leading remote teams of 5+ associates and 2+ contracted service suppliers/partners.
  • Experience in service operations, commercial and supplier management.
  • Good overall understanding of Service and Commercial processes.
  • Experience in Quality and Supplier Management Systems.
  • Experience in managing third party business.
  • Strong team worker and collaborative behavior.
  • Understanding of Service Max or other comparable service work order systems is a bonus.
  • Good soft skills and able to communicate well with C-suite and supplier professionals.
  • Bachelor's degree in engineering or business.
About Philips:

We are a health technology company that believes 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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