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The Customer Service and Operations Head (Supply Chain/Logistics, Sales Operations and Service) is responsible for the planning and realization of sales in the district and the execution of projects and services ensuring maximizing customer satisfaction. Reporting to the Country Manager, he/she ensures high level of team work and engagement levels across the organization.

Key Areas of Responsibility

• Monthly meeting with the General Manager to review business balance scorecard KPI’s of the district

• Monthly meeting with the General Manager and the Regional Customer Services & Operations Manager to review and agree the rolling forecast and latest view

• Ensure that the order realization process and the service delivery processes in the district are executed according to plan and in line with the blueprint processes

• Create and execute action plans to improve the operations district KPI’s

• Contribute to account plan of customers

• Manage operations interface with customers:

Identification of present and future customer needs by assessing whether the delivered performance and services matches the customer needs

Assure that the delivered services are in line with the performance service level agreements as defined in the customer services contracts by performance review of the installed base with the customer on a yearly basis via Management Information Report (MIR)

Assure correct offering and crediting in case of non compliance

Customer visits and communication to assure increasing levels of customer satisfaction

• Ownership of District customer complaints:

Decide on exceptions with respect to Time & Materials offering and invoicing to avoid financial disputes with the customers (for all customer segments)

Co-ordinate and drive resolution within specified time

• Communication on customer information:

With sales representatives to support the order acquisition process

Gather, communicate and document customer information to give input to the customer and market intelligence database

Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution

• People management, including selection, development, goal setting and performance management. Ensure overall high level of talent and engagement levels

• Ensure un-compromised implementation of the standard Philips business processes, quality standards and standards of business conduct according to Philips policies

• Responsible for district operations compliance performance within the district and for reporting compliance issues to quality & regulatory functions at regional level:

• Deploy compliance objectives to lower district operational positions

• Install base accuracy

• Ensure operations are monitored to be compliant to relevant version of business unit service manuals and relevant Philips Healthcare quality policies

• Plan and monitor training compliance to district and individual needs

• Field change order compliance

• Responsible for district customer feedback performance according to applicable quality standard policy

Deploy compliance objectives to lower district operational positions

Install base accuracy

Ensure operations are monitored to be compliant to relevant version of business unit service manuals and relevant Philips Healthcare quality policies

Plan and monitor training compliance to district and individual needs

Field change order compliance

• Responsible for district customer feedback performance according to applicable quality standard policy

Key measures:

• Customer Satisfaction (NPS), Initial Quality (IQ) and Continuous Quality (CQ) Survey

• Sales Forecast Accuracy

• Cost of Execution

• Account Receivables (AR) overdue % (Operations related)

• Project cycle time

• Project Cost

• Net Inventory as % of Sales, Net payment turns

• Employee Engagement Survey (EES) / Philips Leadership Index (PLI)

• Complaint Aging

Education & Experience:

• Education & Experience:

• Bachelor’s Degree in any field

• Minimum 10 - 15 years’ relevant experience in Supply Chain, Sales and Service Operations in Health Technology, Pharmaceutical or FMCG industries required

• Experience in Quality and Regulatory field preferred (driving compliance is a must)

• Deep knowledge and experience in the service environment of the industrial and commercial industry is a must

• Proven leadership and excellent communication skills

• Strong external and internal Client/Customer/Partner Management Skills

• Advanced negotiaton skills

• Ability to motivate individuals and demonstrate organizational influence

• Regional experience (APAC, US, EMEA) with extensive background in dealing with multiple stakeholders is an advantage (Ability to work in a large matrix organization)

• Collaborative mindset to work with cross-section of sales, marketing, finance etc.

• Experience with leading a cross functional team

• Excellent English, verbal and written communication skills

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 . 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 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 .