IB Service Business Manager

Job Title

Job Description

Your Challenge

Be responsible for planning, coordinating, and co-leading all Install Base activities to grow revenue, & maximize margin. You will actively mine voice of customer, voice of the field & market insights to formulate & operationalize CLV strategy with offerings, identifying growth opportunities, help guide product roadmaps. Furthermore, you oversee the quality of IB processes and take actions to improve the accuracy. You will also support the Benelux Services and Solutions Delivery Organization of Philips Health Systems executing Continuous improvement (Lean) methodology.

Your role:

• Drives service business strategy creation and execution together with the Service Business Manager, CLV specialists of separate businesses

• Owns the IB Services integral portfolio and performance control mechanisms. • Drives customer satisfaction and loyalty by aligning the necessary resources within the Market

• Responsible for generating and qualifying sales leads service campaigns and passing them on to CS Sales Specialists and Service/Customer Delivery Manager.

• Drive Service Funnel Management, act as Salesforce.com ambassador and expert, assist CS Sales Specialist wherever possible and promote best practice in lead management from other markets via help and education. Supervise that all details are maintained with 100% accuracy in SFDC

• Carrying out a regular analysis of data accuracy including providing data for field audits and absorbing the results of field audits back into the maintenance process. At all times, working within the requirements set out in the relevant work instructions, process guidelines and in accordance with Quality and Regulatory policies and procedures;

• Deploying Process Improvement and Quality Assurance, linking pin to GBS IB Admin, and making the program organization efficient and transparent, in line with business and program processes;

• Facilitate customer life cycle management process, incl manage active and silent renewal process

• Utilize LEAN techniques to drive operational efficiency improvements at the business and department level;

• Supervising and supporting EOL/EOS process and deployment in the market.

You're the right fit if:

• Experience working in disciplined regulated industry and in applying automated technology.

• Experience with business applications (SFDC, S-Max, SmartPath tooling) and procedures.

• Experience in monitoring processes and managing corrective activities.

• Experience and in-depth knowledge of customer service operations including business development is highly desirable.

• Strong problem-solving skills

  • Uses leading practices such as LEAN and Six Sigma to define and resolve problems

  • Coaches and mentors team on problem solving skills

  • Ability to manage in uncertain or ambiguous environments.

• Acquiring and maintaining product knowledge is essential.

• Interpersonal skills required in interactions with internal and external customers.

• Ability to multi-task and work in a fastpaced environment. An ability to prioritize tasks while maintaining a high degree of data entry accuracy is essential.

• Good organizational skills and aptitude for details.

• Ability to work under minimal supervision on day-to-day activities while maintaining a high degree of accuracy.

• Ability to use good judgment and make confident decisions under defined policies and procedures.

• Work well within a team environment to accomplish departmental goals.

• Fluent in English language, knowledge of Dutch and/or Dutch is strongly preferred.

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.
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• 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.