Long Term Strategic Partnerships (LSP) / Back Office Coordinator

Job Title

Job Description

We now have an exciting new opportunity within Philips Healthcare working in our busy Services Support Centre for our Managed Service team. We are seeking an exceptional individual to take the role of Solutions Analyst and Coordinator.

You will possess excellent analytical and customer handling skills, have a close eye for detail and accuracy, be an exceptional problem solver, with the ability to work both independently and as part of a small team to ensure you deliver the optimal reporting solution and customer service.

Your role:

• Create and maintain suite of shared Customer facing and internal operational and financial excel reports using extracted data from Philips ERP system and workflow including performance, conformance, exception and asset tracking.
• Using SalesForce.com, check data, create and manage plans, cases and records
• Analyse reports to ensure accuracy and identify trends to support corrective and preventative action
• Follow up internally with relevant back-office departments and externally with customers as required to ensure data is complete and accurate
• Control the access to reporting for internal and external stakeholders
• Working with procurement, liaising with 3rd part suppliers where appropriate regarding service provision and pricing
• Work with finance and back-office admin teams to ensure that data is accurate and financial reporting reflects expenditure
• Support Customer Delivery Manager with performance reporting including attending governance meetings from time to time
• As required, answer Customer calls and register them on the management system.
• To escalate calls where necessary for increased prioritization to LSP Team Leader or Management.
• Manage and coordinate Preventative Maintenance schedules in line with individual contracts.
• Keeping the call management and Asset management system up to date to show the current status of the call to the LSP Team.
• Call management & Exception reporting via Equipment Management Systems.
• Corresponding with Customers via phone & email, Customer Portal
• To undertake any special responsibilities / Projects as directed by the LSP Team Leader.
• Work with colleagues in Planning, Service Logistics and Contracts, where necessary, to resolve customer issues.
• Managing shared email Inboxes & multi-channel communications
• Work closely with Field teams & Customer Delivery Managers to support the Customers’ needs.
• Attend customer site visits & act as a Customer Advocate for the team.

You’re right for this role if:

• A motivated, proactive attitude with the desire to learn and capitalise on this opportunity to launch your career.
• Resilient and confident character, with excellent problem-solving skills.
• Analytical with experience of data manipulation and MS excel
• Can work independently and as part of a team.
• Prepared to take ownership of customer problems through to completion and remain calm in such situations, with the ability to adapt dependent of circumstances.
• Excellent written and verbal communication skills.
• Demonstrated commitment to satisfy customers, able to build trust and confidence.
• Ability to work as an individual and as part of a team.
• Ability to manage workloads and priorities.  Strong organizational skills.
• Ability to work to pre-determined targets and timescales.
• Strong IT skills (Microsoft suite).
• The ability to work well under pressure, whilst balancing other key tasks.
• Excellent attention to detail.

You are part of the Service Support Centre in the Health Systems Business at Philips. You will report into the LSP Office Manager directly.

This role is based in Farnborough, Hampshire with hybrid working (i.e. flexibility to work from home 2 days a week once the initial training period is over).

Shift Patterns:

Monday – Friday, between 8am -8pm shift / Saturday & Sunday (8am-8pm) standby.

• Standard shifts: 8am-4:30pm & 8:30am-5pm, generally 1/6
• Late shift 11:30am – 8pm (work from home) generally 1/6
• Sat & Sun 8am-8pm (on standby cover only - work from home) generally 1/6

Shifts are dependent on capacity and can verify due to this. (Weekend and late shift work can be done from home).

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.

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 here
• Discover our rich and exciting history here
• Learn more about our purpose here

About Philips UKI

In the UK, we are recognised as a Disability Confident employer and are proud to be part of the Armed Forces Covenant & Mental Health at Work Commitment.  We welcome all applicants including those from minority backgrounds, LGBTQIA+ and individuals living with a disability. 

Because we are at our best when you are, you can safely share any reasonable tools or adjustments needed during our recruitment process and beyond.

For more information, read our Inclusion and Diversity Policy and, to know more about your Human Rights, we encourage you to view this report.

#LI-Office