Director Customer Service, Image-Guided Therapy Devices

Job Description

Job Title

Job Description

In this role, you have the opportunity to

Function, as the Customer Service Leader for Image-Guided Therapy Devices (IGT-D), and lead the strong growth service business in the following main areas: overall Service financial performance (P&L), Service Innovation, Service Delivery, Service Sales & Marketing, Service Training, and Service transformation projects.

The preferred location for this position is Colorado Springs, CO.

You are responsible for

• Owning the financial and operational performance of Services within the Business Group
• Ensuring overall customer and commercial partner satisfaction rates achieve world-class levels through continuous improvement
• Being responsible for the services portfolio for the business, connected to the overall aspirations of the business
• Leading the performance management of the Services business with a focus on order intake, retention/churn rates, deal margins, IGM, EBIT, and service availability/uptimes, along with service satisfaction and reliability
• Developing and executing service innovation for the specific business; to include, education/learning services and content development; new business models, design for serviceability, and partnering with new product introduction (NPI) teams to bring new functionality and platforms to market
• Leading software operations & delivery strategy, adherence to software reference architecture & use of Philips Integrated Landscape solutions
• Executing the global long-term policy by coordination of cross-functional service and solutions activities to make Philips an outstanding company
• Providing direction and leadership to a group of senior managers and leaders within the service business to accomplish the service objectives
• Developing people and sharing talent, requiring skills and behaviors fit for the future
• Building a positive relationship with R&D, Market Service Organization, Q&R, and Commercial teams
• Leading pipeline of talent to contribute to the Philips Field Service organization
• Aligning and providing proficient resources and capabilities to meet the needs of the IGT-D business and key partners

You are a part of

A team reporting into the Head of Order to Fulfillment, Transformation, and Global Customer Service, responsible for driving operational excellence, transformation, and customer satisfaction across IGT-D, in order to enable double-digit top and bottom-line growth, scalability in the business, and globalization of the portfolio of products and services.

To succeed in this role, you should have the following skills and experience

• Bachelor's degree (required); Master's degree (preferred), Technical or Business related.
• 10+ years of experience within Services and Solutions delivery or related customer-facing business roles (i.e. commercial operations, sales enablement, new product development delivery, etc.)
• Broad understanding of a full range of business challenges, opportunities, and internal/external trends for services and solution delivery
• Ability to develop a strategy and translate into an annual operating plan, while leading the execution.
• Strong developer of next-level talent.
• Proven leadership skills (change management, communications, building rapport and executing within a complex matrixed organization)
• Effectively communicates to numerous partners including senior management, other Business Groups, internal and/or external customers and staff.
• Proficient with FDA QSR/cGMP and ISO13485 requirements to maintain a commitment to regulatory and quality regulations.

In return, we offer you

The ability to collaborate with, learn and grow from colleagues in a highly complex, global organization where you can use your strengths to help drive strategic business initiatives for Philips. Additionally, we provide you a dynamic working environment in an innovative business, paired with a competitive salary, excellent benefits, and an encouraging atmosphere where you can sharpen your talents with new challenges and career opportunities.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

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