Service Network & Technical Operations Manager
Philips · Gurugram · onsite · Posted 27d ago
Undisclosed10–15 yrsfulltimeSourced from
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About this role
Job Summary
Responsibilities
Youre the right fit if
How we work together
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Job title: Service Network Technical Operations Manager
Responsibilities
- Consumer Care Service Network Management: Manage and strengthen the consumer care and authorized service network to ensure high-quality and timely service support.
- New Product Introduction (NPI) Training: Plan and conduct technical training for service centre teams on new product launches, product features, repair procedures, and troubleshooting.
- Spare Parts Management: Ensure availability and proper management of spare parts across service centres, including forecasting, inventory monitoring, and resolution of critical shortages.
- Safety Case Management: Identify, monitor, investigate, and coordinate closure of product/service-related safety cases in accordance with company safety standards and escalation procedures.
- Technical Product Knowledge: Develop and maintain strong technical knowledge of products, including functionality, installation, troubleshooting, repair, and common failure modes.
- Service Centre Claim Management: Manage service centre claims related to warranty repairs, spare parts, labour, and other service activities. Ensure claims are accurately validated, processed, and resolved within defined timelines.
- Service Quality Improvement: Monitor service performance and identify recurring technical issues, driving corrective and preventive actions with relevant teams.
- Cross-functional Coordination: Coordinate with Product Development, Quality, Supply Chain, Sales, and Customer Care teams to resolve technical and service-related issues.
- Performance Monitoring: Track key service network KPIs such as turnaround time, first-time fix rate, repeat complaints, claim closure, spare-parts availability, and customer satisfaction.
- Service Network Capability Development: Assess service centre capability and implement improvement plans through technical training, process standardization, and regular performance reviews.
Youre the right fit if
- Strong experience in service network management, technical operations, partner/vendor governance, and consumer service excellence . Proven capability in NPI readiness, technical training, RCA, process improvement, NPS, TAT and service quality management . Excellent leadership, stakeholder management, analytical and problem-solving skills , with a strong focus on operational efficiency and cost optimization.
- Strategic thinking, decision-making, problem solving, influencing, communication, and team leadership
- Preferably 10-15+ years in service operations, technical service, after-sales/service network or consumer care, preferably with experience managing a sizeable service ecosystem
- Ideally a bachelors degree in engineering (Electrical / Electronics / Mechanical preferred). MBA/PGDM in Operations, Service Management or Business Administration would be an added advantage
How we work together
We 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.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
customer satisfactionCustomer Careoperations managerPerformance monitoringcase managementProcess ImprovementNPINew Product IntroductionNPSNetwork ManagementoperationsAdministrationProduct DevelopmentForecasting
About Philips
Philips
Medical Equipment
5.8k+
employees
1930
96 years old
Amsterdam
Netherlands
About
Philips specializes in health technologies, addressing healthcare challenges through innovative solutions in diagnostics, treatment, and patient monitoring.
Industries
Medical EquipmentConsumer goodsElectronics
Employee ratings
1,936 reviews
3.8/ 5
Culture
3.7
Career growth
3.0
Work-life
3.9
Employees rate it well for
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