Philips PCMS Modality Performance Manager, APAC in Singapore, Singapore

Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.

Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.

Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.

Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done

with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function

In this role, you have the opportunity to

Support Patient Care Monitoring Systems (PCMS) in Doubling our Services Business, to Transform Service Capabilities to shape the Services Market and being the reference for Operational Excellence in the Health Tech Services Industry.

You are responsible for

  • Leading the NPI and Market Introduction of new Products, Services and Solutions for all Markets in the APAC Cluster

  • Developing in close cooperation with the Market teams the Service Capabilities development (process, tools, skill sets, and data) reflecting the new scope of PCMS Services

  • Establishing a Service Delivery Performance Management system and cadence with the Markets in the APAC Cluster.

  • Developing in close cooperation with the Markets a value added intervention mechanism with special market deep dives (cost, process, quality, customer) to continuously improve the customer experience and operational performance

  • Coordinating life cycle management activities (NPI, Field Change Order, Escalations, Operational Support, End Of Life, etc.) with Markets and Businesses

  • Maintaining close and good relationship and cooperate with customers in the areas of End-Customer, PCMS Services, Markets, Single Value Added Layer and Businesses

  • Understanding the customer needs and develop too strategic requirements. Managing and coordinating remedial action as deemed necessary related to the strategy

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

  • At least 5 years of demonstrated Service Management / Project Management experience in a comparable environment

  • Deep experience in analytics including trending and impact

  • Experience in both inbound and outbound information exchange between the markets and the business to improve business results and customer experience

  • Good experience in leading performance improvement programs in cooperation with a PMO structure

  • Possess leadership, influencing and problem solving skills

  • Strong interpersonal and communication skills

  • Independently puts plans into practice

In return, we offer you

Describe in two to three lines what tangible and intangible benefits the incumbent will gain in this role. Use our Employer Value Proposition (EVP) themes and information gathered in the RSM as input sources.

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 at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .