250127 – Customer Service Center Leader
Your Challenge:
At Philips, we are looking for agile and innovative thinkers to help us to connect with our customers in new, creative and innovative ways. The lighting industry is in full transformation. Conventional light sources are rapidly replaced with electronic light sources (LED) and this has enabled the use of digital technology to connect and control lighting and increase functionality in a way that was never possible before. The innovation speed has increased dramatically and the scope has expanded to electronics, software, communications and information technology, systems engineering and data analytics for services.
Description:
The Customer Service Center Leader (CSC Leader) is a new role within the U.S. Organization and will support the Professional Lighting Business Group providing technical leadership and accountability for the Technical Support Center. The CSC Leader will also expand the overall technical support capacity, improving efficiency and quality of service, developing measurement/reporting systems, and monitoring and reporting against SLA’s (Service Level Agreements).
Responsibilities:
The CSC Leader will manage the Technical Customer Support team as well as formulate the future strategic direction identifying new opportunities for Philips Lighting.
With a focus on transformation and continuous improvement the CSC Leader determines long term policy leading to improvements across the group and business as a whole.
This individual will coordinate and collaborate with internal and external resources to provide resolution to sales/agent problems to facilitate overall customer satisfaction.
The CSC Leader is will be consulted as a senior specialist and asked for projects to investigate feasibility of new businesses, applications concepts and models
Through strategic direction and leadership the CSC Leader will:
Track, respond to, and ensure resolution of all functional and technical issues through his team.
Ensure ownership of issues from initial contact to resolution while tracking and auditing against SLA’s.
Communicate clearly and effectively with sales teams, key stakeholders, and technical support center staff.
Maintain a high level of process knowledge on technical support procedures.
Maintain a team structure that allows efficient utilization of the support staff and effective allocation of tasks within the team.
Maintain and grow the technical skills of the Technical Support team in line with the current and anticipated requirements of both Philips Lighting and its agent partners.
Our Offer:
Philips Lighting is the global leader in lighting products, systems and services. Our understanding of how lighting positively affects people coupled with our deep technological know-how enable us to deliver digital lighting innovations that unlock new business value, deliver rich user experiences and help to improve lives. Serving professional and consumer markets, we sell more energy efficient LED lighting than any other company. We lead the industry in connected lighting systems and services, leveraging the Internet of Things (IoT) to take light beyond illumination and transform homes, buildings and urban spaces. For more information, visit us online.
Qualifications:
- Bachelor’s degree required/Master’s degree preferred
- 10 or more years of related experience is required
- Strong people management and leadership experience is required
- Experience interacting with sales and agent partners to answer technical questions is required
- Experience with and understanding of luminaires/fixtures products is required (Related lighting experience and knowledge may be considered without luminaires knowledge)
- Experience working in plant/factory environment and/or some operational/industrial experience is required
- Experience and the ability to demonstrate strong technical acumen for troubleshooting and problem solving is required
- Ability to quickly assess issues and react to changing circumstances and new information is required
- Experience with defining process, measurements systems, with ability to communicate this information to key stakeholders (senior leadership) is required
- Able to work within a global/fast-paced environment, including prioritizing and multi-tasking while paying close attention to detail is required
- Experience with and ability to standardize processes is required
- Experience with and knowledge of how to work with difficult customers is required
- SAP experience is a plus
- Must be able to collaborate across different departments
- Role must sit in Somerset, NJ
- Role requires occasional travel
Advance your career in an environment that supports work-life balance, well-being and continuous learning. Making an impact through meaningful innovation starts here.
Apply today!
Visit our careers website to learn more about Philips Lighting or introduce yourself on our Talent Community.
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, protected veteran or marital status.