Job TitleCustomer Care Center Manager, Nordics

Job Description

As the Manager for our Customer Care Center in the Nordic zone, you will oversee the coordination of call handling, planning of long and short term activities, parts ordering including monitor the Quoting and invoicing for Time & Material customers.  You will manage the Field change order process within your team, supporting our field teams and customers, ensuring we act and live the Philips Behaviors, in this case Patient Safety, Quality and Integrity always.

Leading the Customer Care Center, gives you the opportunity to drive continuous improvement of processes and results. An ideal candidate for this role will possess the Heart and Commitment for supporting others, and has a proven record of delivering world-class customer support, leadership and team building.

You are responsible for

Management of the Customer Care Centre organisation in Nordic incl. talent management, coaching, training and people development.Responsibility for the team of 15 people within call handling, resource planning for Service engineers, parts ordering and field change order compliance.Overall responsibility for ensuring the performance of the CCC team including outsourced functions and Quality & Regulatory-relevant processes and guidelinesFurther development of the CCC's Nordic processesResponsible for customer satisfaction in relation to CCC operational activitiesProviding daily direction to employees according to established policies and management guidance.Driving continuous improvement of processes and results.Partner with Zone Leadership to identify and resolve business issues related to customer satisfaction.Providing ongoing coaching and development of specialists in the team.

You are a part of
Service and Solutions Delivery (S&SD) Nordic zone. You will report to the Service Operations Manager Nordic. You will be part of an inspiring team to maintain and strengthen S&SD within the Zone Nordic.

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

5+ years of people management experience in a service operational environment with a strong affinity for continuous improvement.Providing leadership, communication, coaching, professional development, and skills enhancement to teamActs as a role-model for our Leadership Asks, which includes our Philips behaviors: Customers first; Patient Safety, Quality and integrity always; Team up to win; Take ownership to deliver fast; Eager to improve and inspire.Leads, coaches, directs and motivates the team towards a common goal.Customer intimacy: driven by a strong external focus understanding the industry and market dynamics.Problem Solving skills. Able to find solutions to difficult or complex issues. As a LEAN Leader drives continuous improvement via applying LEAN methodology.Results oriented: take personal accountability to deliver results.     Skills in collaborating with and influencing multiple stakeholders.Skills in leveraging capabilities works across internal and external boundaries to maximize value for Philips through simple solutions.Quality first mindset.Excellent verbal and written communication skillsFluent in Swedish & English, both written and spoken​.

Example KPIs:

Employee Engagement surveyCustomer satisfactionResource planning KPI’sField Change Order KPI’s

Please send your CV in English.

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