Service Delivery Manager (m/f/d) East Region

In this position, you have the opportunity to actively shape service quality for our customers and make a direct contribution to customer satisfaction and business success through excellent operational implementation. You will lead a dedicated team and foster close collaboration to achieve strong results together. The challenge of the position lies in ensuring smooth service delivery under complex conditions and in building sustainable customer relationships that promote trust and satisfaction. You will contribute to Philips' success by significantly increasing sales in the Customer Services area through efficient service processes and targeted customer support, and by supporting the company's strategic goals.

Must Have

• Responsibility for the strategic development of assigned customers and the development of customer-specific solutions together with Sales.
• Ensuring a high degree of customer satisfaction through operational excellence.
• Building and maintaining lasting customer relationships regarding operational issues to ensure high customer satisfaction.
• Independent processing and management of customer complaints.
• Disciplinary leadership of service employees in the team to ensure that tasks are carried out according to Philips processes, procedures, and quality requirements.
• Team performance management, coaching, and development of employees.
• Responsibility for technical and personal training planning based on changes in the installed base, personnel resources, and individual training needs.
• Effective resource planning considering workload, capacities, operational KPIs, and regulatory requirements (in coordination with the Operations Manager).
• Support for deployment planning to ensure even, demand-oriented utilization of Field Service resources.
• Ambassador and role model in implementing improvement or change projects, communication and application of Philips Behaviors and culture.
• Responsibility for achieving CS revenue targets and operational KPIs.
• Ensuring all operational field service delivery: installations, maintenance, FCOs, repairs, all order-related activities in the field.
• Responsibility for resolving technical escalations.
• Compliance with Philips processes and applicable guidelines.
• Responsibility for prioritizing service delivery and representing decisions internally and externally.
• Interaction and collaboration with the Customer Care Center, technical support, and all other internal departments involved in providing excellent service.
• Ensuring a smooth process considering interfaces and the transfer of all relevant information in the service chain.
• Ensuring the training of new employees in the team regarding correct working methods and compliance with regulations. Supporting employees in the introduction and use of new tools and processes in the district.
• Monitoring compliance with Q&R and safety guidelines in the team.
• Communication of relevant Installed Base data (e.g., SVT1, SVT2).
• Medical Device Consultant according to §31 MPG.
• Radiation Protection Officer.
• Participation in and possibly leadership of projects.

Perks & Benefits

• Attractive above-tariff remuneration
• Annual leave: 30 days
• Mobility: subsidized Deutschlandticket, leasing options for private use (bicycles, cars, smartphones, ...)
• Philips University & Philips in Balance: various offers in health as well as professional and personal development
• Philips Pension Fund: employer-funded pension scheme
• Paid partner time: 2 weeks paid time for partners in connection with the birth of a child
• Philips MyShop: discounted Philips products
• Culture: informal "Du" culture, one paid day for voluntary work, various team/culture activities (on sustainability, diversity, ...), etc.
• Company car with option for private use (1% taxation)

Job Title

Service Delivery Manager (m/f/d) East Region

Job Description

In this position, you have the opportunity

to actively shape service quality for our customers and make a direct contribution to customer satisfaction and business success through excellent operational implementation. You will lead a dedicated team and foster close collaboration to achieve strong results together.

The challenge of the position lies in ensuring smooth service delivery under complex conditions and in building sustainable customer relationships that promote trust and satisfaction. You will contribute to success by significantly increasing sales in the Customer Services area through efficient service processes and targeted customer support, and by supporting the company's strategic goals.

You will be responsible for the following topics

Customer Satisfaction:

• Responsibility for the strategic development of assigned customers and the development of customer-specific solutions together with Sales
• Ensuring a high degree of customer satisfaction through operational excellence
• Building and maintaining lasting customer relationships regarding operational issues to ensure high customer satisfaction
• Independent processing and management of customer complaints

Employee Leadership:

• Disciplinary leadership of service employees in their team to ensure that tasks are carried out according to processes, procedures, and quality requirements.
• Management of team performance as well as coaching and further development of employees
• Responsibility for technical and personal training planning based on changes in the installed base, personnel resources, and individual training needs.
• Effective resource planning considering workload, capacities, operational KPIs, and regulatory requirements (in coordination with the Operations Manager)
• Support for deployment planning to ensure even, demand-oriented utilization of Field Service resources
• Ambassador and role model in implementing improvement or change projects, communication and application of the Behaviors and Culture

Delivery Management:

• Responsibility for achieving CS revenue targets and operational KPIs.
• Ensuring all operational field service delivery:
• Installations, maintenance, FCOs
• Repairs
• All order-related activities in the field
• Responsibility for resolving technical escalations
• Compliance with processes and applicable guidelines
• Responsibility for prioritizing service delivery and representing decisions internally and externally.

Internal Communication:

• Interaction and collaboration with the Customer Care Center, technical support, and all other internal departments involved in providing excellent service.
• Ensuring a smooth process considering interfaces and the transfer of all relevant information in the service chain

Q&R and Health & Safety:

• Ensuring the training of new employees in the team regarding correct working methods and compliance with regulations. Supporting employees in the introduction and use of new tools and processes in the district
• Monitoring compliance with Q&R and safety guidelines in their team
• Communication of relevant Installed Base data (e.g., SVT1, SVT2)
• Medical Device Consultant according to §31 MPG
• Radiation Protection Officer

Projects:

• Participation in and possibly leadership of projects

To be successful in this position, you need the following knowledge and experience

• Employee leadership and motivation
• Strong customer management
• Assertiveness and escalation management
• Knowledge in medical technology and ideally the products
• Very good understanding of processes and challenges in healthcare and hospital operations
• Excellent communication skills, especially at management level internally and externally
• Very good negotiation skills
• Very good conceptual skills, analytical and strategic thinking and acting
• Sound business knowledge
• Field service experience
• Very good knowledge of internal processes and interfaces
• Reliability, commitment and very confident and articulate demeanor
• Cross-departmental professional teamwork (team-oriented)
• Very high flexibility and resilience
• Very good MS-Office skills and documentation abilities
• Supra-regional mobility and high willingness to travel (60%)
• Willingness to work weekends
• Willingness for extended emergency service and 24*7 on-call duty

Benefits for you:

• Attractive above-tariff remuneration
• Annual leave: 30 days
• Mobility: subsidized Deutschlandticket, leasing options for private use (bicycles, cars, smartphones, ...)
• University & in Balance: various offers in health as well as professional and personal development
• Pension Fund: employer-funded pension scheme
• Paid partner time: 2 weeks paid time for partners in connection with the birth of a child
• MyShop: discounted products
• Culture: informal "Du" culture, one paid day for voluntary work, various team/culture activities (on sustainability, diversity, ...), etc.
• Company car with option for private use (1% taxation)

About Us

As a health technology company, the well-being of everyone is paramount. Every person, wherever on our planet, deserves first-class healthcare. Ensuring patient safety and quality is our top priority in our daily work. We believe in this and that's why we get up in the morning. You too can do the job of your life to improve the lives of others.

• Learn more about our Business here.
• Discover our rich and eventful history.
• Learn more about our Vision.

If you are interested in this job, apply even if you don't meet all requirements yet. Maybe you are exactly right for this or another job at Philips.

We promote equal opportunities. All qualified candidates will be considered equally in our selection process regardless of skin color, religion, age, gender, sexual orientation, national origin, belief, citizenship, disability or marital status. You can find out more about our commitment to diversity and inclusion here.

Further information can be found in our Inclusion and Diversity Policy. If you would like to learn more about our commitment to human rights, we recommend this report.