Job TitleCustomer Support Operations Manager NSWJob DescriptionPhilips is a leading global healthcare company aiming to improve the lives of 2.5 billion people by 2030. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems.
Your role: We are currently seeking a Customer Support Operations Manager to join our NSW Engineering team based in North Ryde. This role is the focal point for all operational service delivery related issues, the Customer Support Operations Manager is crucial to providing strategic leadership in driving profitability, service efficiency and productivity through improved service delivery for the overall Customer Support business and an improved overall customer experience. You will be responsible for leading a high performing team of up to 13 Field Services Engineers/ Customer Support Engineers across multiple modalities ensuring a high level of teamwork and engagement levels as well as continuing to uphold a customer first mindset. There will be a defined region within NSW and you will be required to travel to support your team and customers when required.
Key Responsibilities include Recognise customer needs by managing escalations as local point of contact to ensure that the delivered performance and services matches the customer needs.
Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution.
Assure that the delivered services are in line with the performance Service Level Agreements (SLA's) as defined in the customer services contracts.
Assure that all issues raised during the product lifecycle starting from product installation to maintenance are resolved, including escalation management and conflict resolution.
Coordinated approach to customer management with Cross functional teams
Working with district sales and project management to provide technical input in support of the Order Acquisition Process and Order Realization process
Responsible for achievement of monthly revenue targets through time & materials work, out of contract or relocation work.
Manage P&L of customer support services for defined district.
Drive new Customer Support initiatives for potential increase to revenue recognition
Recruitment and retention of engineer team as well as the development of workforce planning and resourcing for success.
Coaching and mentoring team, ensuring service execution according Philips procedures and processes.
Ensure health and safety requirements are in place and discussed regularly.
Maintain Install base accuracy Ensure maintenance is completed within Philips guidelines and that it is compliant to the relevant version of business unit service manuals and quality policies and reporting. You're the right fit if: Ideally, you will have a Bachelor's degree in either engineering, health care/science and come previous field service engineering experience and expertise within Healthcare.
You will come with a proven track record in change management, leadership, and development of a high performing team.
Previous experience in effectively managing a P&L.
Ability to use analytics and decision-making tools for streamlining the business.
You will have excellent communication and stakeholder management to successfully build and maintain internal and external relationships, as well as solid negotiation and conflict resolution abilities.
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. Philips is an equal opportunity employer committed to building and supporting an inclusive workforce that reflects the diverse communities we operate within. Your application will be fairly assessed, regardless of your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran or disability status. We're living this commitment through our Reconciliation Action Plan and employee-led resource groups, and we encourage people from all backgrounds, including Aboriginal and Torres Strait Islander, Maori and Pacific Peoples, to apply. Should you require assistance during your application process due to accessibility reasons, we will accommodate this upon request.
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