In this role, you have the opportunity to
In this role as Customer Service Project Manager, you will have the opportunity to work for Philips, who simplifies healthcare by focusing on patients and (health) care providers. Through the combination of human insights and clinical expertise, we aim to improve patient care while lowering the burden on the healthcare system. Philips delivers advanced solutions for medical professionals to meet the needs of patients and provide affordable healthcare, whether in hospital or at home.
You will be a part of the Image Guided Therapy Systems - Customer Services - Service Innovation team.
The mission of the Customer Service Project Manager is to enable and optimize serviceability for our products and solutions.
by providing input in different phases of design and development
and by contributing to innovative serviceability solutions based on the understanding of the needs of our customers and end users in the field.
You will be part of the ITS team, within the CS Service Innovation department, working on IGT interventional tools, solutions and devices.
You are responsible for
Analyze and understand the serviceability requirements and ensure they are covered during the design and development of new and released products and solutions
Perform analysis of structural issues related to our products and solutions and identify opportunities to improve serviceability
Participate in design and development projects to represent the service point of view; to consult the team on service-related issues, investigate the implication of new technology on the service processes, translate this into business impact and defend this in the project team.
Improve and secure the serviceability of released products and sub products by representing the service organization in the development process.
Assess new designed products on their serviceability based upon the defined service requirements. Advises development how to realize an optimal serviceability of the component.
Create a SI project plan for a (sub-) product and align with the key stakeholders on deliverables and milestones
Create overall test design including test cases for verification and validation of service functionalities in the product and the overall serviceability of the product.
Defines, creates and publishes the required spare parts for the specific product as well as the service deliverable package (documentation and e-information).
Solves sub-system/component related technical customer complains that are escalated by the 3rd line helpdesk if they could not be solved (4th line support).
Improves the service deliverable package of the applicable sub systems/component based on field feedback.
Participates in improvement projects on reliability/serviceability of the applicable sub-systems components.
Prepare and transfer information to the Philips Healthcare training center and the Customer Services Helpdesk.
Work according to, and help improve upon our Quality Management System.
You are a part of
A progressive and energetic team that contributes directly to the growth of the business.
To succeed in this role, you should have the following skills and experience
A Bachelor degree or higher (HBO-education) in a technical competence, e.g. Mechanics, Electronics, Bio Medicals, Industrial Engineering
At least 3-5 years working experience
Experience with Design for Serviceability
Excellent verbal and written communication skills in English
Experience working with Customer Service Organizations
Cross-functional collaboration (with multiple disciplines)
Project Management skills
Working with R&D
Working in a state-of-art, high-tech environment
Affinity with Technical Documentation and tools
Experience with analyzing and understanding (End) Customer needs
Experience with Medical Device Industry and its regulation(s)
Knowledge of Lean Methodologies and Continuous Improvement
Team-player, Self-starting, persistent, result driven, "Can-do-Will-do" mentality, and creative
Has a flexible attitude, able to adapt to a dynamic environment
Is able to convince peers and stakeholders (based on data driven facts and figures)
Has a strong drive to achieve challenging, but realistic targets
Is used to deliver on commitment
Ability to synthesize roadmap and portfolio dynamics; comfortable with making tradeoffs
Strong influencing skills, stakeholder management
In return, we offer you
A challenging, innovative environment with great opportunities for you to explore. Our benefits are very competitive and designed around your preferences.
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.
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Over 125 years ago, Frederik and Gerard Philips started a small light bulb company in Eindhoven. Little did they realize that it would become a global force of innovation, committed to improving billions of lives worldwide. But it did. Today, Philips is a world leading health technology company with a vision to make life better for people worldwide through meaningful innovation. Making good on this promise depends on our passionate, inspirational, collaborative and diverse team. We have over 80,000+ brilliant people around the world but are always looking for more. Like-minded, motivated, focused minds to join us in creating a healthier, more connected society while tranforming themselves personally and professionally. Working at Philips is more than a job. It's an experience filled with unexcepted moments that will transform you in lasting and positive ways. Help us improve the world for the better while building a career that no one could have planned for. Even you.