Philips Lighting Customer Services Manager, Australia and New Zealand in Sydney, Australia
Drive customer experience by providing proactive, productive, painless services in line with global service standards and processes by deeply understanding customer needs and ensuring services are provided and improved addressing to the needs leveraging our support network both in Australia and New Zealand.
Ensures timely and correct execution of services in line with agreed service contracts through optimal deployment of Field Service Technicians/Engineers and/or by utilizing and managing a 3rd party network.
Differentiates and offers Lighting’s services propositions to the customers independently or in support of Sales in the Market.
Participates in new projects during installation, commissioning and acceptance testing as required or in support of System Center.
Manages the Customer Services function's cost in line with Countries' Annual Operating Plan
Provides special / custom training to customers upon request
Develops and ensures high level of functional capabilities of Customer Services employees and manages pipeline of talents.
Implementation of transition and expectation meeting from Client for Life (CLF)
Ensures timely and accurate execution in solving warranty related complaints through optimal deployment of Field Support Technicians and/or by utilizing and managing a 3rd party network
Drives for high levels of customer satisfaction at optimal cost and maintains customer relationships
Develops team capabilities (skills, experience and relevant knowledge) in the complex area of systems and services. This includes development and management of 3rd party network and its performance
Deploys global service offering to local market for implementation in Australia and New Zealand
Graduate of Electrical Engineering / Electronics and Communications Engineering.
Ten years experience in similar / related position gained from Building Automation / Engineering Operations or Lighting Industry
At least 5 years of working knowledge of trouble shooting and maintenance processes
Experience in setting up or deploying Global program to local territory seamlessly
Must have Project management and Project execution experience
Knowledgeable on technical aspect of products, systems and customer support tools. Prior Lighting business experience is a plus.
Change management experience is an advantage
People management experience and managing Field Service Engineers / Technicians
Strong communication, convincing and negotiation skills
Philips Lighting is the global market leader in the lighting industry, with recognized expertise in the development, manufacturing and application of innovative lighting solutions. We offer our expertise, depth and reach across the entire lighting value chain to improve and simplify the work of our professional partners wherever our knowledge and reach can create value for them. From LED light sources to the increased role of controls to all-inclusive tailor-made solutions our approach is to observe and listen to people—our customers, consumers and stakeholders- to ensure that what we do every day addresses their real needs and aspirations in life. Together with architects, lighting designers, city planners, public authorities, and even with consumers in their homes, Philips Lighting seeks to simply enhance people’s lives with light.