Service Account & Delivery Manager

Job Title

Job Description

Job Title : Service Account & Delivery Manager – Bangladesh

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better
Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

You should be able to

• Manage all aspects of customer service operations.
• Lead operational teams to achieve business goals.
• 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.
• 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.
• Respond to escalation requests when receiving management escalations to address customer concerns, or create on demand account escalations in order to manage a customer holistically for 1 or more escalated cases

You are responsible for

• People Management. Manage the local service, support & logistics teams.

• Interacting with customers for service delivery and commercial closures ( contracts, Upgrades & part sales).

• Have control on the delivery and commercial KPI’s and achieve them.

• Take care of Trainings, Development, Succession planning for self and team.

• Capability to have a holistic view of the business and suggest actions to bring down cost, improve efficiency and grow business.

• Have control on inventory and account receivables along with Order and Revenue.

To succeed in this role, you should have the following skills and experience

• BE/BTech/MTech in Electrical/Electronics/Instrumentation/Biomedical engineering.

• Minimum 6 years of experience in service commercial management & service delivery management.

• At least 3 years experience in people management.

• Preferably trained in high end healthcare equipment like MRI/PET/CT/Cyclotron etc.

• A general management degree/ diploma from a reputed institute is desirable.

• Good Communication skill with positive & problem solving attitude.

• Should be fluent in English and Bengali. Should be able to follow Hindi.

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.

How we work at Philips
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to 3 days working from the office and up to 2 days from home – for our hybrid roles.
Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our commitment to inclusion and diversity

At Philips, we provide equal opportunities to all our employees and to all eligible applicants for employment in our company , irrespective of age, color, disability, nationality, race, religion, gender, sexual orientation (LGBTQ +), and all aspects that make individuals unique. Encouraging diversity and fostering inclusion are key to our mission of improving the lives of 2.5 billion people a year by 2030 through meaningful innovation. We have fair, transparent, and clear employee policies which promote diversity and equality, in accordance with currently applicable law. For, we believe that life is better when #youareyou.

Our hybrid working model is defined in 3 ways:
We believe in the importance of impactful collaboration: There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.
We embrace flexibility: Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.
We want to be at our best: The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

#LI - Remote