Usa Service Qa & Parts Order Desk Team Lead

Job Title

USA Service QA & Parts Order Desk Team Lead

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 have the opportunity to make life better
Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

You are responsible for (but not limited to)

• Ensures customer orders meet regulatory procedures and guidelines
• Maintaining process documentation for team’s day to day processes.
• Supporting peers by being a reasonable and dependable voice for the team.
• Apply effective solutions and determine follow up actions with minimum direction.
• Confer with customers by telephone or email to provide information about orders, perform data entry of service parts orders, cancel orders, or obtain details concerning complaints.
• Take the lead, participate in, and adhere to, established change control processes.
• Work on team needs that are moderately complex in nature, where judgment is required to resolve problems and make recommendations and serves as the escalation focal for processing team needs/questions.
• Monitors individual team members to identify and schedule required training
• Demonstrates advanced knowledge and skill by successfully completing assignments in a timely manner.
• Take ownership of customer issues and manages relationships ensuring a high level of customer satisfaction.
• Motivating, coaching, and developing the technical and customer service skills of the agent.
• Develops the team to ensure they consistently deliver the needed performance
• Adheres to designated work schedule: Hours of operation are 6am to 10pm 7 days a week. Shift hours will vary based on business needs.
• Drives continuous performance improvement for business results.
• Serve as a management representative in the absence of the leadership.
• Able to diagnose problems, providing Accurate and efficient resolutions to complex escalated customer issues.

You are a part of a team

The Philips Service Parts Order Desk team: A team that delivers excellent customer service and clearly communicates with internal and external customers. They collaborate with different departments and areas of the business across Philips to help ensure the Right Part get’s delivered to the Right Place, at the Right time, with the Right Attitude.

To succeed in this role, you should have the following skills and experience

• Previous responsibility in Service Parts Ordering responsibilities
• A Bachelor’s Degree desired with 2+ years related experience and/or equivalent related experience/education in a medical related industry.
• Comfortable working in a fast-paced, deadline driven collaborative team environment.
• Ability to interact effectively with all levels of the organization to build consensus and to work through others in achieving goals and objectives
• Experience with being a lead resource focal for direct leadership in helping support the efficient and productive output of results from their peers.
• Problem solving skills with ability to analyze issues, identify root causes, and develop creative corrective action solutions

In return, we offer you

We offer you a dynamic working environment in an innovative business, which offers you excellent opportunities to further develop and fully exploit your talents. This job comes with a competitive salary, excellent benefits and up-to-date training.

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 3 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.

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.

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, and protected veteran or marital status.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

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Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.