Job TitleHead of Product Support Engineering, General & Specialty Care
In this role, you have the opportunity to:
As a key member of the Business Unit leadership team, leads the implementation and strategy for the Support Engineering and Learning Products team. Reporting directly to the BU General Manager, this role is an advocate for and drives voice of customer throughout the organization. Leads with problem solving and lean methodology to foster a culture of continuous improvement in Customer Experience. Leads the product support engineering and learning product teams, ensuring that customer service requirements are embedded in business plans, strategic imperatives, and new product development.
You are responsible for:
Manage the Support Engineering and LP team for GSC to reflect the following responsibilities:
Develop global strategies for GSC based on customer and GSS inputs with an overall goal of improving serviceability, turnaround time and lifecycle costs.
Lead the GSSNA SCS Implementation and Response center team (dotted line)
Gather/define global "Customer Support, documentation and training" needs (requirements) for GSC products/systems,
Develop, document and implement global support strategies for products/systems
Lead the development of all product / customer and field documentation and training material, including validation, verification and localization,
Ensure adherence to corporate standards and branding rules
Management of localization activities for documentation to meet release criteria for required languages
Develop and communicate Product Support Plans and Learning product plans (global planning)
Manage Customer Satisfaction Issues for GSC products/systems
Provide technical problem resolution
Identify, document and reproduce product defects
Develop and deliver support and clinical training for the global Philips field organization,
Product Lifecycle Management including:
NPI to Discontinuance support planning
Field support communications
Work with GSS organizations to define /develop needed service marketing offering needed to win.
Monitor product quality for GSC products/systems,
Represent GCS on various Councils/Committees (PH and PCCI levels)
Responsible to lead, managing, hiring, and development of the team to ensure effective and efficient support of the business objectives for GSC
You are a part of:
General and Specialty Care Business Unit
This role will initially be based in our Andover office. Philips will be relocating this office to a new site at Cambridge Crossing, a large development underway on the Cambridge-Somerville-Boston line. This is a very exciting time to be joining Philips, as this new location will be our largest North American R&D innovation center. The new office is set to open in early 2020.
To succeed in this role, you should have the following skills and experience:
Bachelor's degree; Master's degree preferred in business, strategy, or related field.
Minimum 3 years in a Senior Manager role with increasing world-wide levels of responsibility Director level experience preferred.
Experience in setting strategy for larger organizations on a global basis, budgeting and financial experience
Strong understanding of and experience with medtech products, supplies and services.
Demonstrated success working in a large matrix org environment.
Excellent customer facing skills and presence.
Demonstrated leadership, employee development and employee engagement skills.
Demonstrated knowledge of customer loyalty, NPS, and customer engagement measurements and improvement strategies.
Additional experience that would be a strong plus: Experience in change management, problem solving, and lean methodology.
In return, we offer you
Sharpen your talents with new challenges in our dynamic organization. As a market-driven company, we're used to listening to our customers & apply the same thinking to our employees. We offer a competitive salary, outstanding benefits and flexibility in a career with a positive and supportive atmosphere in which to develop your talents further.
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 improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.
To find out more about what it's like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.
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