Philips Service Delivery Manager 

Saudi Arabia, Eastern Province, Al Khubar 

973164453

Service Delivery Manager

You are responsible for

• Assuring that the delivered services are in line with the performance Service Level Agreements (SLA’s) as defined in the customer services contracts
• Assuring that all issues raised during the product lifecycle starting from product installation to maintenance are resolved, escalation management and conflict resolution
• Structural customer visits and communication around operational issues to assure increasing levels of customer satisfaction,
• Working with key account managers, project management, sales management to provide technical input in support of the Order Acquisition Process (OAP) and Order Realization process (ORP)
• Escalate relevant customer issues inside the organization to assure high level of reactivity and problem resolution
• Coaching engineers and ensuring service execution according Philips procedures and processes when establishing a high performing team
• Determining Field Service Engineer training plans based on compliancy requirements and individual needs,
• Distributing and mapping of engineers allocation within the country based on customer/country demand,
• Service delivery operations compliance performance within the district/country and for reporting compliance issues to quality & regulatory functions at regional level
• Ensuring maintenance is operated and monitored to be compliance of relevant version of business unit service manuals and relevant quality policies
• Ensuring the measuring tools used by engineers match service manuals required specifications and are under a controlled calibration process

To succeed in this role, you’ll need a customer-first attitude and the following

• Bachelors Degree in engineering
• Experience in customer service management/biomedical preferably as a team leader
• Experience with customer management,
• Strong sense of ownership
• Strong problem-solving skills
• Fluency in English, verbal and written in addition to Arabic is a must

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