NZ Customer Support Operations Leader – Healthcare Tech

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

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