Sleep & Respiratory Customer Service

Job title:
Customer Service Platino & Pacifico (Services & Respiratory Cares)

Your role:

• Manages relationship with the Sleep & Respiratory Care factory for service and spare parts management. Manages the relation with the Philip Call center related to SRC final users to improve service and customer satisfaction.
• Supervise and manage Distributor and Authorized Service Provider for CS delivery activities (Service Partners).
• Solves technical escalations and trainings from distributors.
• Manages all facets of customer retention (distributor) including participating in the resolution of customer concerns (distributor) and defining and developing a customer (distributor) contact strategy.
• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the distributors.
• Consolidates SRC Service KPIs (escalations and repairs) and keep track in DM Boards.
• Solves and follow up technical issues escalated from distributors until the final close.
• Manage the regular reviews of operational performance with Distributors.
• Evaluate CS Delivery strategy and prepare general and individual training plans with distributors, control execution.
• Service and repairs are done with speed and accuracy and all customer (distributor) service delivery issues and escalations are resolved.
• Controls the parts dispatch and billing process from SRC Factory to distributors/Clusters.

You're the right fit if:

• You have a Bachelor degree in Biomedical Engineering or Bio engineering, Physiotherapy.
• Experience working in companies related to Sleep & Respiratory Care or Medical.
• Experience in medical equipment repair.
• Fluent in English.
• Customer Focused
• Deliver results.
• Account management

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.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.