Contact Center Planner

hace 2 días

Panama Philips A tiempo completo

**Job Title**: Contact Center Planner

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

**In this role, you have the opportunity to make life better**
Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

**You are responsible for**
- Manage the Engineer agenda to deliver services to Philips customers
- Schedule the programmed services (Preventive Maintenance, Field Change Orders, New Systems Installation and Knowledge Applications) according to the Customer Service Contracts and New Projects
- Coordinate corrective maintenance between Customers and Field Service Engineers, considering the Training Compliance, Travel Time and Supply Chain timeframes
- New installations of brand new equipment for Hospitals.
- Make long and short-term decisions to deliver service whilst balancing conflicting demands in the area of business obligations and customer demand
- Create a resourcing plan and service order fulfillment schedule to deliver on commitments and have an optimized resource allocation across service engineers and service parts.
- Receive, monitor, develop and dispatch service orders for service engineers and resources
- Act as the single person of contact for exception and escalation of service orders for customers, consumers and service engineers (internal / external) in a professional matter (analysis, registration, communication and timely escalation)
- Create, communicate and confirm customer maintenance plan(s) for preventive maintenance aligned with contract and maintenance requirements
- Forecast, plan, analyze and monitor service execution for workforce utilization and preventive maintenance

**To succeed in this role, you’ll need a customer-first attitude and the following**
- Studying Business administration, Industrial engineering, International Business or related careers.
- ** Excel - Advanced - required**:

- Intermediate English (written and spoken) (preferable)
- Strong communication, problem solving and negotiation skills
- Problem solver
- Analytical skills
- Strong project management skills applied in a business/corporate environment.
- Ability to work effectively with cross-functional teams.

**How we work at Philips**
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart - which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home - for our hybrid roles.
Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:

- We believe in the importance of impactful collaboration:_ There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.
- We embrace flexibility:_ Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.
- We want to be at our best:_ The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

**Why should you join Philips?**
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

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