Job Description

In this role, you have the opportunity to

act as the one point of contact for Trade Partners in regards to Customer Service Operations support. You interact with distributor (or service representatives) to handle a variety of service related activities. You are responsible for managing global complex Trade Partner request with world-class customer service processes and tools. You also operate in a complete autonomy within procedures, methods and techniques.

You are responsible for

• Receive, handle and/or route Trade Partner requests in the following areas:
• Support for Installed Base management incl. create IPCR on behalf of distributor
• Support in creating/reporting Incidents
• Route general Distributor Requests & inquiries
• Handle/route: I.T. application support requests in particular regarding Partner Portal and Healthcare Online Store
• Log SNOW tickets when IT issues arise (based on feedback and triage from incidents communicated from trade partners)
• Support Technical Support Enquiries where they need to be routed to the right team
• Work on issues where analysis of situations or data requires Product/ Process/ Services knowledge
• Assures adherence to schedules, work plans, and performance requirements
• Identify Action plan to better support Trade Partner
• Work dependently in the performance of own work and takes decisions with regard to planning, execution and quality.
• Define and implement action plan to deliver the solution to Trade Partner problem
• Able to propose processes improvement
• Request user creation in ServiceMax
• Load incident mass load files daily upon sent from trade partners and resolve and follow up data issues that prevent them from this activity
• Train end users on the FCO admin, Distributor admin and parts ordering roles
• Regularly check based on reports that IP base is linked to the correct distributor (e.g. when a distributor new contract is signed, make sure that all IPs are linked to that one)
• Add customer experience notes in SMax when distributor agreement is signed
• Creation of distributor based dashboards for market management of activity in Smax portal to ensure compliance with EU MDR.

You are a part of

Our Global Competence Center in Łódź, where we centralize our business processes. We bring together supporting roles within HR, Finance, Procurement, Customer Service, Supply Chain and other, enabling you to have a career in an international, cross functional environment. Your future colleagues speak 25+ languages and represent 15+ different nationalities, supporting our operations in 50 countries on a daily basis.

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

• College graduate or equivalent
• Fluent English required
• Multi-lingual skills desirable
• Comprehensive PC skills e.g. Experience with Microsoft Windows and Office Software applications
• Prior experience in Lean, daily management or equivalent preferred but not essential
• Prior experience with customer service support required
• A minimum of 2-3 years of related experience
• Minimum 12 months prior experience in customer service support
• Good knowledge of Product/ Services involved in our Services offer
• knowledge of our internal processes to solve issue
• Quality System and basic Problem solving tools
• Able to present solution problems

In return, we offer you

• Annual bonus based on performance achieved
• Private medical care with option to extend it to family members
• Benefit System cards
• Discount for Philips’ products
• Language courses
• Relocation package applicable for people moving in from outside of Łódź region
• Promotion of healthy lifestyle in the office (fruits twice / week in the office, gym, massage chairs, various events)

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. Learn more by watching this video.

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.

Contact

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