Philips Team Leader - Service Delivery in Home Worker, South Africa
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.
Set priorities in the workload of FSE, authorize overtime and expenses
People Management of all Field Service Engineers (FSE) of the district
50% of the time will be spent in the field working on technical repairs in various modalities
We are looking for
Minimum qualification: Tertiary, Diploma or Degree in Engineering
Minimum experience, at least 5 years’ project installations / service delivery management
Proven track record of managing teams under high pressure
Experience with leading a team
Experience in a Customer Service environment
Strong customer management
Good understanding of the related products and business
Excellent communication and reporting skills
Self-starter and self-motivated, willing to put in extra time
Clinical and attentive to detail
Solution driven; able to react quickly and resolve issues so that the workflow can continue
Must be able to perform under pressure
Must be able to persuade and influence others
Good relationship builder with strong diplomacy skills
Must aspire to a culture of service excellence
At Philips, we are driven by our mission to improve the lives of 3 billion people per year by 2025, and every day we move closer to achieving our goal by creating cutting-edge solutions that lead to confident diagnosis, improved care, and increased quality of life for patients. Thanks to our employees who share our passion for improving lives, we are at the forefront of the Healthcare industry. We enable our employees to create a legacy in life through their work and support their development through people-centric learning, total rewards, and personalized development planning programmes.
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Only apply for this role if you are a South African Citizen by birth or Naturalisation prior to the 27 April 1994.