As the focal point for all operational service delivery related issues the Services Delivery Manager is responsible for executing the service delivery processes in the district ensuring maximum customer satisfaction.
Responsible for leading the Field Services Engineers ensuring high level of team work and engagement levels.
Responsible for distributor service performance evaluation and escalation management in the district West Africa ensuring strong service delivery performance to end customers.
Key Areas of Responsibility
Distributor relationship management:
o Support distributors in developing service business strategy driving contract penetration
Monitor and pro-actively indicate need for FSE training and service capabilities development of distributor partners
Participate in distributor reviews
Manage customer relation:
Recognize customer needs by managing escalations and ensures that the delivered performance and services matches the customer needs
Assure that the delivered services are in line with the performance Service Level Agreements (SLA’s) as defined in the customer services contracts
Assure that all issues raised during the product lifecycle starting from product installation to maintenance are resolved, escalation management and conflict resolution
Customer visits and communication around operational issues to assure increasing levels of customer satisfaction
Working with district sales and project 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
People Management of all Field Services Engineers (FSE) of the district:
Coaching the FSE and ensure service execution according Philips procedures and processes
Fine-tune the centrally created long term resource planning with his team and customers
People Performance Management
People Development
Determine FSE training plans based on district and individual needs
Ascertain FSE reports are complete & on time
Workload management
Process and tools responsibility:
Ensure training of new hires and FSE on way of working, tools utilization, assuring change management related to implementation of new tools and customer services processes for the area
Responsible for service delivery operations compliance performance within the district and for reporting compliance issues to quality & regulatory functions at regional level:
Install base accuracy
Ensure maintenance is operated and monitored to be compliance of relevant version of business unit service manuals and relevant quality policies
Ensure the measuring tools used by engineers match service manuals required specifications and are under a controlled calibration process
Engineers customer feedback follow up performance
Field change order compliance
Authorities
Set priorities in the workload of FSE
Authorize overtime
Authorize expenses
Key measures
Customer Satisfaction:
Net Promoter Score (NPS)
Initial Quality (IQ)
Continuous Quality (CQ)
Employee Engagement:
Employee Engagement Survey (EES)
Process:
Consignment stock aging
Service work order closure (days)
Installed Base (IB) accuracy
Open job aging per order type
Open service work orders per order type
Field Services Engineer (FSE) productivity
Education & Experience
Degree level education or equivalent
Experience in Customer Services environment
Experience with leading a team
Technical expertise
Good understanding of the related products and business
Fluent in English, verbal and written in addition to local language