The role oversees the service zone's operational performance, focusing on Business Transformation to adopt and adhere to new IT systems and processes and shifting the organization from field-based to blended field/remote support for the East Zone, residing in either CT, DC, MA, MD, ME, NH, NJ, NY, PA, RI, VA, or VT.Your role:
Operational Management: You will steer zone productivity and growth through effective resource planning, cross-training, and customer satisfaction, while identifying gaps and implementing countermeasures. Lead monthly accountability review calls, improve remote support processes, and develop business analytics to measure and optimize remote support maturity and resource utilization in the blended model field service engineer (FSE)/remote service engineer (RSE).
Financial Accountability: You will drive margin improvements through PRS connectivity, First Visit Fix Rate, and Remote Fix Rate, while continuously evaluating and optimizing resources in the hybrid model. Implement strategies to enhance financial performance, monitor metrics for cost reduction opportunities, and ensure alignment with business goals by developing analytics to measure financial maturity.
Customer Ownership : You will lead within a matrixed environment, collaborating with District Service Manager (DSMs) to optimize zone performance and meet quality and customer satisfaction targets. Support the zone business transformation strategy by driving a customer solution-focused operating model, ensuring process adherence, and fostering a culture of continuous improvement and customer-centricity.
You're the right fit if:
You’ve acquired 3+ years of experience as a Field Service Management (required) and 7+ years of related operations experience.
Your skills include proficiency in project management capabilities, possess advanced PC skills (MS Word, Excel, PowerPoint, Project, Visio, Tableau, ServiceMax), have strategic and tactical business planning experience, and the ability to work independently and adapt to customer requirements.
You have a Bachelor’s degree (required), MBA (preferred) or equivalent work experience.
You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
You’re an effective communicator (including presentations and group facilitation skills), self-motivated, and have the ability to travel up to 25% across the Zone. Additional required skills include analytical, organizational, time management, creative thinking, problem-solving, and interpersonal skills for team-based and remote interactions.
How we work togetherWe believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.This is a field role.About PhilipsWe are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.
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Philips Transparency DetailsThe pay range for this position in ME is $97,100 to $166,000The pay range for this position in NH, MA, PA, VA or VT is $102,500 to $175,000The pay range for this position in NY or RI is $107,500 to $183,000The pay range for this position in CT, DC, MA, or NJ is $114,500 to $196,000The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.Additional InformationUS work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.Company relocation benefits will not be provided for this position. For this position, you must reside in the East Zone (located in either CT, DC, MA, MD, ME, NH, NJ, NY, PA, RI, VA, or VT) and be able to travel up to 25% to the customer site, zone office, or identified locations for meetings, training, and business needs outside the ZoneIt is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.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.Equal Employment and Opportunity Employer/Disabled/Veteran