Customer Care Officer

2 weeks ago

Subang Jaya, Selangor, Malaysia Philips Full time
Job TitleCustomer Care Officer (Planner)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 make 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 drive pricing, revenue optimization and top-line growth of customer services in the zone by acting as a business partner to customer services commercial leader and being a custodian of Commercial Policy.

You are responsible for

  • Answering incoming calls to Philips Hotline and Handle emails that came into our functional email and personal email.
  • Log call (incidents in Service max System) and proceed to order parts whenever required.
  • Verify the accuracy of customer entitlement, what's covered and what's not. (Proceed to plan for Preventive Maintenance for medical equipment accordingly every month).
  • Ensure that the preventive maintenance schedule is compliance and not out of grace period.
  • Plan FCO (Field change order) together with PPM or stand alone, also plan manpower for installation when required (under PSA request). To Update the new machine in our tracking for future Preventive maintenance planning.
  • Plan manpower for paid Preventive maintenance under Time & material.
  • Handle tools calibration and distribution to ensure all the tools are within calibration period when the tools is in the field. To collect overdue tools and send for calibration
  • Proactively checking and clearing the KPI in order to achieve the KPI target (PM not scheduled, PM cases past grace period, FCO not scheduled, etc)
  • Work together with Delivery manager and Project manager to plan for Installation manpower.
  • Work within the customer services organization
  • Check and process exception handling for customer cases/work orders to ensure completion within SLA.
  • Work closely with GBS to ensure that all documents are submitted for warranty updates and add the information in PPM Planning list.
  • Send Exception letter and request for sign back for all PPM that has past grace period, unable to perform during grace period due to many reasons.
  • Resolve Incomplete Cases by correcting errors within the WO's to ensure integration with SAP and and make sure all PPM cases are closed for contract billing purpose.
  • Improve internal processes to speed up call closure, reduce defects and make successes visible.
  • Sending out End of Life and End of Support letters to customers, distributors and consortiums.
  • Make sure all jobs are in compliance with our Process and KPIs are met

To succeed in this role, you'll need a customer-first attitude and the following

  • High-school diploma or equivalent
  • Excellent PC skills (e.g. experience with Microsoft Windows and Office software applications)
  • Experience in Lean, daily management or equivalent required
  • Prior experience as back office, back order processing, planner is preferred
  • 1-2 years of related experience
  • Minimum 6 months prior experience in similar role
  • Process and continuous improvement mindset.
  • Certified LEAN Advanced or equivalent.
  • Self-motivated individual with the ability to take ownership and multitask in a fast paced and challenging environment.

About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business.

• Discover our rich and exciting history.

• Learn more about our purpose.

If you're interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

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