Customer Service Delivery Leader, Indonesia

2 months ago

Jakarta, Jakarta, Indonesia Philips Full time
Job TitleCustomer Service Delivery Leader, Indonesia (Medtech)Job Description

Job Summary:

Take complete ownership for Indonesia Service Delivery performance and lead the overall Services and Solutions Delivery capabilities. You will be able to provide strategic leadership and direction for delivering excellent customer experience against high quality & compliance standards. You will also be expected to develop and manage Authorized Service Providers (ASPs) as an extension of Philips's service delivery capabilities in the district (country). Success in this role is measured by the achievement of financial business targets, customer satisfaction metrics and employee engagement.


Your role:

  • Leading 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.
  • Partner Management - 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.
  • Deliver financial goals in Equipment and Service revenue as well as driving profitable growth. Focus on gross margin improvement through operational excellence and technology enablement across all Services. Accountable for supporting services sales to drive optimal value throughout the service lifecycle.
  • Oversees 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 - identify capability gaps and address via strategic workforce planning, including selection, development and performance management.
  • Accountable for driving continuous improvements in employee experience and engagement (EES)
  • Work closely together with the APAC Zone Services leadership team to identify and execute best practices. Continuously identify ways to improve the level of service delivery and operations; while ensuring we continuously meet/exceed all our service contractual obligations to our customers
  • Ensure that the Indonesia district meet/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.

You're the right fit if:

  • Acquired 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 ServiceMax 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.
  • Able to develop and manage supplier performance standards, coach a team of 5 – 10 direct reports, solve complex customer and business problems, good verbal and written communication skills both in English & Bahasa Indonesia.

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.

• Learn more about our business.

• 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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