Customer Support Operations Manager NZ

Philips; Auckland; On-site; NZD 140,000 - 180,000; Full time

Job summary

Philips NZ in Auckland seeks a Customer Support Operations Manager to lead our New Zealand engineering team. You will drive profitability, service efficiency and customer experience by guiding a high-performing field/service engineering group across modalities, while ensuring safety and compliance.

You will travel as needed, manage a local P&L, recruit and mentor engineers, and partner with sales and project management to optimise service delivery and revenue growth within Philips' health-tech

Qualifications

• Bachelor's degree in engineering or health care/science.
• Proven track record in change management, leadership, and developing a high performing engineering team.
• Experience managing a P&L and analytics for decision-making.

Responsibilities

• Recognise customer needs by managing escalations as local point of contact to ensure that the delivered performance and services match the customer needs.
• Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution.
• Assure that the delivered services are in line with the performance Service Level Agreements (SLA's) as defined in the customer services contracts.
• Ensure issues raised during the product lifecycle from installation to maintenance are resolved, including escalation management and conflict resolution.
• Coordinated approach to customer management with cross-functional teams, working with district sales and project management to support Order Acquisition and Realization processes.
• Responsible for achievement of monthly revenue targets through time & materials work, out of contract or relocation work.
• Manage P&L of customer support services for defined district.
• Drive new Customer Support initiatives for potential increase to revenue recognition.
• Recruitment and retention of engineer team and development of workforce planning and resourcing for success.
• Coaching and mentoring team to ensure service execution per Philips procedures.
• Ensure health and safety requirements are in place and discussed regularly.
• Maintain install base accuracy and ensure maintenance is completed per Philips guidelines.

Skills

Leadership

P&L management

Analytics

Stakeholder management

Communication

Conflict resolution

Negotiation

NZ Driver's license

NZ work rights

Education

Bachelor's degree in engineering/health care

Job description

Job Title Customer Support Operations Manager NZ Job Description

Philips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2030. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems.

Your Opportunity

We are currently seeking a Customer Support Operations Manager to join our New Zealand Engineering team based in Auckland. This role is the focal point for all operational service delivery related issues, the Customer Support Operations Manager is crucial to providing strategic leadership in driving profitability, service efficiency and productivity through improved service delivery for the overall Customer Support business and an improved overall customer experience. You will be responsible for leading a high performing team of Field Services Engineers/ Customer Support Engineers across multiple modalities ensuring a high level of teamwork and engagement levels as well as continuing to uphold a customer first mindset. You will be required to travel to support your team and customers when required.

Key Responsibilities

• Recognise customer needs by managing escalations as local point of contact to ensure that the delivered performance and services match the customer needs.
• Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution.
• Assure that the delivered services are in line with the performance Service Level Agreements (SLA's) as defined in the customer services contracts.
• Assure that all issues raised during the product lifecycle starting from product installation to maintenance are resolved, including escalation management and conflict resolution.
• Coordinated approach to customer management with cross functional teams Working with district sales and project management to provide technical input in support of the Order Acquisition Process and Order Realization process
• Responsible for achievement of monthly revenue targets through time & materials work, out of contract or relocation work.
• Manage P&L of customer support services for defined district.
• Drive new Customer Support initiatives for potential increase to revenue recognition
• Recruitment and retention of engineer team as well as the development of workforce planning and resourcing for success.
• Coaching and mentoring team, ensuring service execution according Philips procedures and processes.
• Ensure health and safety requirements are in place and discussed regularly.
• Maintain Install base accuracy
• Ensure maintenance is completed within Philips guidelines and that it is compliant to the relevant version of business unit service manuals and quality policies and reporting.

Qualifications

• Ideally, you will have a bachelor’s degree in either engineering, health care/science and come with previous field service engineering experience and expertise within Healthcare.
• You will come with a proven track record in change management, leadership, and development of a high performing Engineering team.
• Previous experience in effectively managing a P&L.
• Ability to use analytics and decision-making tools for streamlining the business.
• You will have excellent communication and stakeholder management to successfully build and maintain internal and external relationships, as well as solid negotiation and conflict resolution abilities with the ability to influence at all levels within business.
• The ability to work under pressure, as well as managing conflicting priorities.
• You will also need to hold a full NZ driver's license and already have New Zealand working rights.
• Please note: Police checks will be required during the onboarding process.

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. Philips is an equal opportunity employer committed to building and supporting an inclusive workforce that reflects the diverse communities we operate within. Your application will be fairly assessed, regardless of your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran or disability status. We're living this commitment through our Reconciliation Action Plan and employee-led resource groups, and we encourage people from all backgrounds, including Aboriginal and Torres Strait Islander, Māori and Pacific Peoples, to apply. Should you require assistance during your application process due to accessibility reasons, we will accommodate this upon request. At Philips, 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