Service Delivery Manager

Job title:
 

Recognizing customer needs by managing escalations and ensuring that the delivered performance and services matches the customer needs

You are responsible for

• Assuring that the delivered services are in line with the performance Service Level Agreements (SLA’s) as defined in the customer services contracts
• Assuring that all issues raised during the product lifecycle starting from product installation to maintenance are resolved, escalation management and conflict resolution
• Structural customer visits and communication around operational issues to assure increasing levels of customer satisfaction,
• Working with key account managers, project management, sales management to provide technical input in support of the Order Acquisition Process (OAP) and Order Realization process (ORP)
• Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution
• Coaching engineers and ensuring service execution according Philips procedures and processes when establishing a high performing team
• Determining  Field Service Engineer training plans based on compliancy requirements and individual needs,
• Distributing and mapping of engineers allocation within the country based on customer/country demand,
• Service delivery operations compliance performance within the district/country and for reporting compliance issues to quality & regulatory functions at regional level
• Ensuring maintenance is operated and monitored to be compliance of relevant version of business unit service manuals and relevant quality policies
• Ensuring the measuring tools used by engineers match service manuals required specifications and are under a controlled calibration process

To succeed in this role, you’ll need a customer-first attitude and the following

• Bachelors  Degree in engineering
• Experience in customer service management/biomedical preferably as a team leader
• Experience with customer management,
• Strong sense of ownership
• Strong problem-solving skills
• Fluency in English, verbal and written in addition to Arabic is a must

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
Onsite roles require full-time presence in the company’s facilities.
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.
Indicate if this role is an office/field/onsite role.
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 you’re 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.