Job Description

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions –the kind that makes a real difference – when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever-evolving health and well-being needs.

In this role, you have the opportunity to

As a Distributor Support, you act as the one point of contact for Trade Partners in regards to Customer Service Operations support. You interact with distributors (or service representatives) to handle a variety of service-related activities. You are responsible for managing global complex Trade Partner requests with world-class customer service processes and tools.

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 a 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
• 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
• Work dependently on the performance of own work and takes decisions with regard to planning, execution, and quality.
• Define and implement an action plan to deliver the solution to the Trade Partner problem and propose processes improvement
• 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
• Very good English required (min B2)
• Fluent German required (C1)
• 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 Products/ Services involved in our Services offer
• knowledge of our internal processes to solve issue
• Quality System and basic Problem-solving tools
• Able to present solutions of the problems

In return, we offer you

The unique combination of a business-critical, challenging role in a creative, empowering environment. Your professional development will be actively encouraged, so you can continue to grow and perform at your best while being part of helping improve the lives of billions of people around the world.  

• Annual bonus based on performance achieved 
• Private medical care with the option to extend it to family members 
• Benefit System cards 
• Discount for Philips’ products 
• Relocation package applicable for people moving in from outside of Łódź region 
• Wide variety of trainings & learning opportunities
• Promotion of a healthy lifestyle in the office
• Employee Assistance Program

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 2.5 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.