Philips - Senior Manager I - Customer Service

Position: Sr. Manager I - Customer Service

Team: HI-Healthcare Informatics

Grade: CG70

Location: Philips Mfar, Manyata Tech Park, Bangalore

Job Description

KEY AREAS OF RESPONSIBILITIES

- The role is required to take a holistic view to Philips HI product capabilities E2E and tooling capabilities required for defect-free customer service delivery and drive design & implementation of a comprehensive strategy for systems to support a robust service delivery model.

- Assesses Customer needs / challenges (product & technical needs), Product capabilities, Tooling capabilities and jointly devises (along with R & D, NPI & Product teams) the implementation approach/guideline for various stages of the customer's life cycle: Implementation, Upgrade and Refresh & Maintenance.

- Actively engages with key stakeholders within & outside the organization (Customers/Markets, Product management, R & D etc.) to ensure that serviceability elements are factored in the product design OR required service tools are delivered / enabled with capabilities required to support the product before the product is released for deployment.

- Provides leadership in defining & deploying an effective design, implementation & delivery process for customers supported by robust customer management systems and service tools for managing customer operations. Actively engages across all stages of the Product / Tool life cycle. The person will be involved in reviewing user requirements, participates in solution/product design engagements, supports external & internal systems validations and controlled releases.

- Identifies potential risks and initiates a mitigation plan for proposed solution. Works with stakeholders to mitigate solution risks (product, system, software, service)

- Scope covers Philips systems, software along with one or more 3rd party products, implementation services, maintenance services, value added offerings and customer management systems / tools used for service delivery

- Actively engages with key stakeholders to periodically review (can be due to a product release / any other external change) the technical architecture required to support performance standards outlined in customer contracts and ensures that the required deployment standards are released in a timely manner to deployment teams.

- Identifies and recommends solutions for routine problems.

- Responsible for scoping multiple projects that are complex in nature due to scope/financial value. Takes a comprehensive approach to identifying problems, understanding implications, and creating solutions that support the overall project success.

- Collaborates with senior leaders for issue resolution

- Utilizes Philips standard methodologies to accomplish business goals.

- Provides mentoring and business leadership to other junior Solution / Technical Architects.

- Stay current on product, services, IT and industry trends so-as-to offer the best in class solutions to clients. Keep informed, within ethical boundaries, on our competitor's product offerings.

REQUIRED COMPETENCES - 

- Awareness of services delivery processes with a focus on Solution Design & Delivery/Project Management

- Requires a broad understanding of multiple technology solution areas in healthcare with specialized knowledge in relevant domain

- Excellent customer service skills

- Assumes leadership role in initiatives at the direction of management. Takes lead in the solution architecture activities for multiple projects

- Ability to complete tasks independently with minimal guidance

- High-level professional demeanor and interpersonal communications skills; superb writing skills in local language and English. . Has the skills to engage with customers globally

- Effective in facilitating and motivating collaboration, agreement, and commitment among diverse groups

- Requires understanding of Solution Design & Delivery/Project Management methodology

- Ability to complete tasks independently with minimal guidance

- Consistently meet or exceed deadline deliverables

- Proficient in the facilitation of workshops and meetings

- Solution architecture and project management methods, relevant organization and business process

- Ensures communication is understood and accomplishes intended objectives

- Identifies and effectively handles challenges

KEY PERFORMANCE INDICATORS

- Defect-free implementation/upgrade for customers

- Customer Experience/Net Promoter Index

EDUCATION

- Bachelor's Degree in Engineering, Business, Computer Science, Clinical Practice or other related field or equivalent combination of academic and work experience (Post graduate degree preferred)

- Relevant certifications desired (i.e. PMP, CPHIMS)

EXPERIENCE

- Overall experience of 15-20 yrs.

- Minimum 8 years of experience in healthcare technology or combination of equivalent related experience and education

- Prior leadership positions in healthcare organizations as an Architect, IT Director, and/or internal consultant to executive leadership

- Experience in services delivery processes with a focus on Project Management

- Requires a broad understanding of multiple technology solution areas in healthcare with specialized knowledge in relevant domains