Senior Customer Operations Manager

Vor 3 Tagen

Wien, Wien, Österreich Philips Vollzeit

About the Role

We are seeking an experienced Senior Customer Operations Manager to join our team in Europe, responsible for managing integral Service optimization to improve customer service level.

This key leadership position will oversee the European Customer Response Team, operating in a demanding 24X7 environment.

The preferred location for this role is Vienna or Eindhoven, but it can be filled remotely from any EU country.

Key Responsibilities

  • Manage customer calls for EMR&CM product calls for geographical territory and assigned customers.
  • Operate as the L1 responder for EMR-CM products, finding and establishing problem solutions for technical problems.
  • Answer basic questions about application and configuration of EMR&CM products.
  • Find and establish problem solutions for basic application problems.
  • Report and escalate product issues to the responsible Business Unit.
  • Serve as a communication link between field organization and BU.
  • Provide onsite visits to keep systems up-to-date and working.
  • Offer customer training for EMR&CM products.
  • Act as a technical liaison with Customers, Field organizations, Business Units, and 3rd party companies.
  • Work with the BU to test hot fixes and future releases of EMR&CM products.
  • Stay current with current technology and keep up-to-date with technical requirements of assigned products.
  • Execute Administrative tasks on time and to requirement.

Additional Requirements

  • Qualify and prioritize incoming calls, customer needs, and problems effectively and rapidly.
  • Document calls according to quality system and perform qualification.
  • Finds, communicates, and implements solutions to customer's problems.
  • Follow up until case is entirely solved.
  • Keeps Escalation rules.
  • Keeps communication rules and deadlines.

About Philips

We are a health technology company dedicated to improving people's lives through innovation. Our commitment to diversity and inclusion drives us to seek talented individuals who share our passion for making a difference.

The estimated annual salary for this role is €79,204.72, reflecting the market average for similar positions in the region.

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