Philips Flow Business Manager 

India, Haryana 

840823655

• Job description
  Your role:
• Ensure high level of customer satisfaction, measured through NPS results. Hot alert handling in line with target.
• Ensure proactive customer escalation, resolution and effective management of all customer issues.
• Need to support field team for improving True reachability for eligible systems.
• PM / CM / FCO / Installation management.
• Monitoring daily customer call management call for extending field support.
• Need to drive for ensuring education program for field team to ensure 100% adherence to the quality standards.
• FCO Management: Drive to ensure Zero FCO Overdue : KPIs: Overdue FCO No.s.
• Tools management: KPIs: No. of tools under Compliance on Calibration / update on shared drive & reporting.
• Service Call Reports Management: KPI: No. of Service Reports Meeting Compliance
• Planned Maintenance management: KPI: No. of PMs No-Overdue.
• Collaboration with Parts team for all logistics matter.
• Operational support to ASP and Direct team for all field support activity.
• ISO / Regulatory Audits: KPIS: No. of Non-Confirmatory Reports (NCR). Carrying out cross region & ASP audits.
• Single point contact for all operational activities in region. Also need to represent region at country level for all regional ask for any issue / support required.
• Organize regular meetings with Territory / ASP for operational reviews and highlight customer escalations / focused area.
• Operational excellence drive – NPS / Response rate / Call TAT / Part forward and reverse logistics TAT / Consignment Stock.
• Ensuring personal acceptability by the customer in appearance and behaviour in accordance with Philips Health Systems policy and targets.
• To conform with Philips Health System safety standards including Patient safety, health, safety and security regulations and strict adherence to General Business Principals.

You're the right fit if:

• Min 7-8 Years of work experience in channel management and operation.
• Any Graduate - Full Time
• MBA/PGDM - Preferred.
• Strong experience with monitoring products,

Indicate if this role is an office/field/onsite role.
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.
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