Regional Customer Care Service Manager - Toa - Payoh  [11/01/2010]
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Your Responsibilities:
Objective:

The primary objective of this job is to manage all escalated complaints within the technology scope, facilitating resolution (without further escalating to 3rd line where possible) as necessary, and escalating to senior management where appropriate, to ensure rapid closure with the customer. The second objective is to drive improvement, together with the BU Field Quality Managers, in the speed and quality of response for 2nd/3rd line complaints registered in all countries in Asia Commercial Lighting.  The third objective is to support the prioritisation of product quality improvement through ensuring an effective feedback mechanism between Asia Commercial Lighting and the Global/Regional BUs.   

Responsibility of the job holder:
Policy, Strategy & organisation

•     Support the execution of the Global/Regional Customer Care Vision and Mission, and the related warranty/service policies.

•     Knowledge management: support the establishment and maintenance of ensure that the databases for known issues as reference for the sales organisation (via the regional Customer Care team and the BU’s)


Customer Care preparation (upstream)
•     (Supporting the Senior Service Manager) Work with BU’s to establish the mechanism for delivering Service Packs at New Product Introduction for new category releases, and ensure that Service Packs for existing (long standing) product categories (eg. TL Lamps, EM ballasts, etc.) are made available to Country Customer Care, Sales and Product Management .


Customer Care Execution (downstream)
•     Manage escalated complaints:  Support the resolution of complaints by the countries, and where necessary, support and monitor the escalation of issues to the 3rd line (BU QM/FQM)

•     Coach improvement in the BU competencies for complaint response to the countries (8D, CRS response, etc.) to improve the quality and speed of response and closure in escalated complaints.


Quality feedback
•     Analyse the feedback (eg registered complaints) received from countries and prepare reports to propose improvement priorities for the BU’s.

•     Maintain a list of “Major Complaints”, report on progress, and advise on potential resolutions together with the BU’s to facilitate faster closure with the countries.

•     Support the monthly review process with the BU’s (within technology scope)

•     Provide ad hoc reporting when requested


Financials
•     Support the Senior Service Manager on PTC execution.
•     Support, where required, Senior Service Manager on Cost of Non-Quality reporting and analysis

Your Profile:
Competencies required for the job holder:

•    Mandatory to have in depth technical knowledge of Lighting products, applications and making.

•    Understanding of Philips Lighting organisation landscape (Business Units and Asia Commercial)

•    Deep knowledge of CRS and the complaint handling process, including First, Second and Third Line, as well as Lighting System Complaints.

•    Competency in negotiation techniques - Able offer remain “cool” and offer constructive advice during even heated discussions

•   Ability to support commercial organisations and supply centres regarding the resolution of product complaints, including application (in technology scope)

•   Ability to create (and/or advise on the creation of) corrective and preventative action reports (8D preferable)

•   Ability to write/present management and customer reports

•   Ability to lead and/or support decision-making meetings, either face-to-face or by teleconference.

•   Ability to work with people of different cultures throughout the world

•   Ability to advise on sensitive complaint resolution where there is a significant brand image risk either through the press or government

•   Passion for customers, with a strong sense for what is right for both the customer and the organisation

•   Self confident, outgoing and not easily intimidated

•   Decisive and a tendency to act with urgency

•   Analytical – gathering information in order to make decisions in a logical manner

•   Reputation for reliability and trustworthiness

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