Service Manager, Monitoring
Philips
- Hong Kong
- Permanent
- Full-time
- Lead a team of professional field service engineers to provide technical support and achieve business goals
- Manage all aspects of service delivery operations including installation, repair, preventive maintenance and engineering change upgrades to be performed at client sites
- Develop partnership with customers and handle complaint cases
- Align activities of teams to support business strategy objectives and contribute to business financial commitments
- Interacts with internal parities including the commercial team, project team, logistic, to enhance collaboration on management and account escalations
- Manage 3rd party service providers’ SLA in order to uphold high customer satisfaction
- Act as experienced professional with a full understanding of area of specialization (monitoring), be able to handle the complex requirements.
- Be responsible for customer satisfaction and relevant quality, legal, and compliance requirements
- Utilize LEAN techniques to drive operational efficiency improvements at the business and department level
- Identify and develop talent and lead by example to promote a performance culture
- Minimum 8 years working experience with 3 years management experience in medical equipment service delivery. Preferably in providing field service for monitoring, connected care, central information system, network and IT project. etc. in public hospital environments.
- Ability to manage team conflicts and also to build strong working relationships with adjacent department
- Customer focused with excellent communications skills
- Fluent in English and Chinese (Mandarin & Cantonese)
- Work collaboratively, sharing knowledge and experience
- Strong problem solving skills
- Uses leading practices such as LEAN and Six Sigma to define and resolve problems
- Coaches and mentors team
- Ability to manage in uncertain or ambiguous environments