Service Delivery Manager (all genders) Region Rhein/Main-Gebiet (Hessen/Rheinland-Pfalz)

Koninklijke Philips N.V.

Job Overview

Location

Germany - Home Based

Job Type

Full-time

Full Job Description

📋 Description

• As a Service Delivery Manager in the Rhein/Main-Gebiet region, you will actively shape service quality for Philips customers and drive operational excellence to directly contribute to customer satisfaction and business success by leading a dedicated team and fostering close collaboration.
• Your day-to-day responsibilities include managing customer satisfaction through strategic development of customer-specific solutions, ensuring high satisfaction via operational excellence, building lasting customer relationships, independently handling complaints, providing disciplinary leadership to service team members, managing team performance through coaching and development, planning technical and personal training, ensuring effective resource planning considering utilization, capacity, operational KPIs, and regulatory requirements, supporting field service resource deployment planning, acting as an ambassador for improvement and change projects, communicating and applying Philips Behaviours and culture, ensuring CS revenue targets and operational KPIs are met, overseeing end-to-end field service delivery including installations, maintenance, FCOs, repairs, and all field-related activities, resolving technical escalations, adhering to Philips processes and guidelines, prioritizing service delivery and representing decisions internally and externally, interacting with Customer Care Center, technical support, and other internal departments to ensure seamless service delivery processes, ensuring Q&R and Health & Safety compliance by training new employees, monitoring adherence to guidelines, communicating installed base data, serving as a Medical Products Advisor under §31 MPG and Radiation Protection Officer, and participating in or leading projects.
• You will be part of Philips, a global health technology company committed to improving people’s health and well-being through meaningful innovation, where patient safety and quality are top priorities, and you will contribute to Philips’ mission of making the world healthier and more sustainable through your work in customer service delivery.
• In this role, you will develop strong leadership and strategic thinking skills, deepen your expertise in healthcare technology and service operations, enhance your stakeholder management and negotiation abilities, gain experience in driving operational KPIs and revenue growth in a complex, regulated environment, and grow professionally through Philips University and Philips in Balance programs focused on health, technical, and personal development.

🎯 Requirements

• Completed technical college or university degree in Electrical/Information Technology, Medical Technology, or comparable qualification
• Proven experience in employee leadership and motivation
• Strong customer management skills
• Assertiveness and escalation management capabilities
• Knowledge of medical technology and ideally Philips products
• Very good understanding of healthcare processes and hospital operations

🏖️ Benefits

• Attractive non-tariff compensation
• 30 days of annual leave
• Mobility benefits including subsidized Germany ticket and leasing options for private use (bicycles, cars, smartphones, etc.)
• Access to Philips University and Philips in Balance for health, technical, and personal development offerings
• Employer-financed pension scheme via Philips Pensionskasse
• 2 weeks of paid partner time related to childbirth
• Company car with private use option (1% taxation rule)

Skills & Technologies

Onsite

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Koninklijke Philips N.V.

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About Koninklijke Philips N.V.

Royal Philips is a diversified Dutch multinational founded in 1891. It focuses on health technology, providing diagnostic imaging systems, patient monitoring, image-guided therapy devices, and consumer health products. It spun off its lighting division in 2016 and now operates in 100 countries, selling medical equipment, software, and services to hospitals and consumers.

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