Service Delivery Manager - Fast Flow Systems (US & HPM) - MEX
The SDM plays a key role in ensuring Service Delivery to customers in Mexico, acting as their primary contact for service performance and contract commitments. You fulfill this role together with your team of Field Service Engineers and partners (distributors) in the Mexico to deliver the best possible customer experiences while ensuring compliance and seamless service.
Your role:
Escalation Handling: You take the lead in managing customer escalations by coordinating with technical colleagues to develop action plans, ensuring clear communication and expectation management both internally and externally.
Team Leadership, Development & Collaboration: You coach and guide your team of Field Service Engineers in delivering on service commitments, ensuring operational excellence and driving continuous performance improvements, fostering individual growth and strengthening team performance.
Profitability: You monitor and safeguard the profitability and margin of your customer contracts and ensure operational excellence of your team, safeguarding the profitability of the service operation for HPM and US.
Oversee daily operations and manage the performance of Partner's service operation sub-teams.
Drive Partner and FSE Training Compliance, ensuring education – training path is followed, certification is organized and delivered, and CSIP compliance.
Manage spare part logistics and spare parts return inventory performance.
Oversee partner Field Change Order (FCO) performance.
Manage installed base and contract management.
You're the right fit if:
You've got min 5yrs of experience in service operations with a preferred technical background in US and/or HPM. Having experience in handling partner relationship will be a plus.
You have excellent communication, leadership, and collaboration abilities. An analytical mindset and continuous improvement focus with the ability to lead teams effectively and resolve conflicts. Strong problem-solving skills and proficiency with statistical analysis are also highly desired.
You've obtained a graduate degree in biomed, electronic-electrical engineer or similar. MBA is a plus.
About Philips
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Work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.