Service Network & Technical Operations Manager

Philips International; Gurugram District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Philips in Gurugram, India seeks a Service Network & Technical Operations Manager to lead service network management, NPI training, spare parts control and safety case coordination. You will drive service quality, monitor KPIs, and collaborate with Product Development, Quality, Supply Chain, Sales and Customer Care.

The role requires strong leadership, strategic thinking and a track record of improving service operations, with on-site presence in the Gurgaon area.

Qualifications

• Experience in service network management and consumer service excellence.
• Proven capability in NPI readiness and technical training.
• Experience with RCA, process improvement and service quality management.
• Strong leadership and stakeholder management skills.
• Strategic thinking and decision-making abilities.
• Experience in managing a sizeable service ecosystem.

Responsibilities

• Manage and strengthen the consumer care and authorized service network.
• Plan and conduct technical training for service centre teams on new product launches.
• Ensure availability and management of spare parts across service centres.
• Identify, monitor and coordinate closure of safety cases.
• Develop and maintain technical product knowledge.
• Manage service centre claims for warranty repairs and parts.
• Monitor service performance and drive corrective actions.
• Coordinate with Product Development, Quality, Supply Chain, Sales and Customer Care.
• Track KPIs: turnaround time, first-time fix rate, and customer satisfaction.
• Assess service centre capability and implement improvement plans.

Skills

Service network management

Technical operations

Stakeholder management

NPI readiness

Technical training

RCA

Process improvement

NPS

TAT

Service quality management

Leadership

Strategic thinking

Decision-making

Influencing

Communication

Team leadership

Education

Bachelor's degree in Engineering (Electrical/Electronics/Mechanical)

MBA/PGDM in Operations or Business Administration

Job description

Service Network & Technical Operations Manager

Your role

• Consumer Care & Service Network Management: Manage and strengthen the consumer care and authorized service network to ensure high-quality and timely service support.
• New Product Introduction (NPI) Training: Plan and conduct technical training for service centre teams on new product launches, product features, repair procedures, and troubleshooting.
• Spare Parts Management: Ensure availability and proper management of spare parts across service centres, including forecasting, inventory monitoring, and resolution of critical shortages.
• Safety Case Management: Identify, monitor, investigate, and coordinate closure of product/service-related safety cases in accordance with company safety standards and escalation procedures.
• Technical Product Knowledge: Develop and maintain strong technical knowledge of products, including functionality, installation, troubleshooting, repair, and common failure modes.
• Service Centre Claim Management: Manage service centre claims related to warranty repairs, spare parts, labour, and other service activities. Ensure claims are accurately validated, processed, and resolved within defined timelines.
• Service Quality Improvement: Monitor service performance and identify recurring technical issues, driving corrective and preventive actions with relevant teams.
• Cross-functional Coordination: Coordinate with Product Development, Quality, Supply Chain, Sales, and Customer Care teams to resolve technical and service-related issues.
• Performance Monitoring: Track key service network KPIs such as turnaround time, first-time fix rate, repeat complaints, claim closure, spare-parts availability, and customer satisfaction.
• Service Network Capability Development: Assess service centre capability and implement improvement plans through technical training, process standardization, and regular performance reviews.

You're the right fit if:

• Strong experience in service network management, technical operations, partner/vendor governance, and consumer service excellence.
• Proven capability in NPI readiness, technical training, RCA, process improvement, NPS, TAT and service quality management.
• Excellent leadership, stakeholder management, analytical and problem-solving skills, with a strong focus on operational efficiency and cost optimization.
• Strategic thinking, decision-making, problem solving, influencing, communication, and team leadership Preferably 10–15+ years in service operations, technical service, after-sales/service network or consumer care, preferably with experience managing a sizeable service ecosystem
• Ideally a bachelor's degree in engineering (Electrical/Electronics/Mechanical preferred).
• MBA/PGDM in Operations, Service Management or Business Administration would be an added advantage

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.

About Philips

Are you ready to do the work of your life to help the lives of others? Learn more about our business, discover our rich and exciting history and learn more about our purpose.

We believe that every human matters. As a global health‑tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life. For more than 130 years, we have been creating technologies and innovations that improve people’s lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health. Together, we deliver better care for more people because we believe that every human matters. That’s why we’re taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other’s views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success.

It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism. To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace. Know Your Rights