Philips Experienced Customer Services Analyst 

Brazil, São Paulo, São Paulo 

404435713

Your role:

• Responsible for spare parts supply chain, from planning to warehousing and transportation as well as out of warranty pricing control and sales to service partners and distributors.
• Coordinate external providers in activities of planning, purchasing, importation, transport, warehousing, distribution and sales of spare parts and accessories in Brazil.
• Ensure positive P&L to BG Service Brazil, aligned with predefined sales and costs targets.
• Organize the service network (physical service shops) to have the proper geographic coverage, supporting the demands from consumers and retailers.
• Accountable for the cash out performance with direct responsibility on the Costs Per Intervention.
• Develop and communicate processes, procedures, policies and news to service providers.
• Evaluate the quality and efficiency of services through NPS surveys, benchmarks and regular audits of service network, implementing corrective plans when necessary.
• Supervise field services through service network scorecard to ensure planned TAT (turnaround times for product repair and exchange), NFF (no fault found) and NSE (non-standard exchanges).
• Negotiate contracts and labor tariffs with physical service shops (external providers).
• Monitor FCR (Field Call Rate), CPIs and parts consumption to keep CoNQ at healthy levels and within target.
• Define action plans to control and prevent epidemic crisis and elaborate and implement PDCAs for processes improvements whenever applicable.
• Implement FFB processes (FFB = fast feedback) together with Quality & Development teams.

You're the right fit if:

• Bachelor degree in Business Administration, Economics, Logistics or Marketing.
• Previous experience with customer support/consumer experience processes and coordination of external service providers including repair centers. Experience with logistics processes is also important: planning, purchasing, transportation, warehousing, billing, distribution.
• Good knowledge of Excel and SAP.
• Operate in complete autonomy within procedures, methods and techniques, using LEAN to drive operational efficiency improvements.
• Fluency in English. Intermediate knowledge of Spanish is also desired.

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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