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Head of Service
4 months ago
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 itâs not just what we do, itâs 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 customersâ needs. Itâs what inspires us to create meaningful solutions â the kind that make a real difference â when it matters most.
The world and our customersâ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. Thatâs 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 Philipsâ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, youâll be working towards creating a better and fairer future for all.
Â
You are responsible for:Â
Team size: 10 direct reporting and oversees 180190 total headcounts across regions
Your success in this position will be measured by achieving financial business targets, enhancing customer satisfaction metrics, and fostering strong employee engagement.
- Leading the strategic and operational activities related to delivery capabilities which includes field and remote services, professional and project management and related operations across Singapore, Malaysia, Philippines and the emerging markets comprising Pakistan, Myanmar, Cambodia, Maldives and Brunei.
- Drive a culture of performance and collaboration, provide leadership to create the culture changes required to ensure the organization is competitively positioned.
- Deliver financial goals in Equipment and Service revenue as well as drive profitable growth; gross margin focus with operational excellence across all Services. Accountable for services sales to drive optimal value throughout the service lifecycle.
- Oversees all facets of customer service and retention during customer lifecycle - driving optimal Customer Experience (NPS), against contractually agreed customer service levels.
- Ensure overall high level of talent and engagement - identify capability gaps and address via strategic workforce planning, including selection, development and performance management.Â
- Accountable for driving continuous improvements in employee experience and engagement.
- Work closely together with the APAC Zone Services leadership team and Business Leaders to identify and execute best practices and improve the delivery of preventative maintenance services and service contracts.
- Manage, develop, and maintain a highly technical organization to install and service Philips products while improving customer satisfaction.
- Build digital and remote capabilities to enhance customer experience; drive more remote services capabilities to service customers and enhance customer response services.
To succeed in this role, youâll need a customer-first attitude and the following
- Have extensive experience leading Service and Solutions Delivery, with a strong commercial background, preferably within the Healthcare industry.
- Demonstrated expertise in project management and delivery of complex projects.
- Possess strong commercial acumen and senior leadership skills, proven in developing individuals and teams to enhance business performance.
- Bring a customer-focused mindset, with a deep understanding of customer experience principles and a broad knowledge of current trends and opportunities in services and solution delivery, especially within the healthcare sector.
- Excel in interpersonal skills, adept at building and maintaining strong relationships across diverse stakeholders within a matrix environment.
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.
If youâre 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.
