Customer Care Officer (Planner)
Philips
- Petaling Jaya, Selangor
- Permanent
- Full-time
- Answering incoming calls to Philips Hotline and Handle emails that came into our functional email and personal email.
- Log call (incidents in Service max System) and proceed to order parts whenever required.
- Verify the accuracy of customer entitlement, what’s covered and what’s not. (Proceed to plan for Preventive Maintenance for medical equipment accordingly every month).
- Ensure that the preventive maintenance schedule is compliance and not out of grace period.
- Plan FCO (Field change order) together with PPM or stand alone, also plan manpower for installation when required (under PSA request). To Update the new machine in our tracking for future Preventive maintenance planning.
- Plan manpower for paid Preventive maintenance under Time & material.
- Handle tools calibration and distribution to ensure all the tools are within calibration period when the tools is in the field. To collect overdue tools and send for calibration
- Proactively checking and clearing the KPI in order to achieve the KPI target (PM not scheduled, PM cases past grace period, FCO not scheduled, etc)
- Work together with Delivery manager and Project manager to plan for Installation manpower.
- Work within the customer services organization
- Check and process exception handling for customer cases/work orders to ensure completion within SLA.
- Work closely with GBS to ensure that all documents are submitted for warranty updates and add the information in PPM Planning list.
- Send Exception letter and request for sign back for all PPM that has past grace period, unable to perform during grace period due to many reasons.
- Resolve Incomplete Cases by correcting errors within the WO’s to ensure integration with SAP and and make sure all PPM cases are closed for contract billing purpose.
- Improve internal processes to speed up call closure, reduce defects and make successes visible.
- Sending out End of Life and End of Support letters to customers, distributors and consortiums.
- Make sure all jobs are in compliance with our Process and KPIs are met
- High-school diploma or equivalent
- Excellent PC skills (e.g. experience with Microsoft Windows and Office software applications)
- Experience in Lean, daily management or equivalent required
- Prior experience as back office, back order processing, planner is preferred
- 1-2 years of related experience
- Minimum 6 months prior experience in similar role
- Process and continuous improvement mindset.
- Certified LEAN Advanced or equivalent.
- Self-motivated individual with the ability to take ownership and multitask in a fast paced and challenging environment.
We 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 the lives of others.
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