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3.3 | Cambridge, MA | Hospital & Health Care | 10000+ Employees
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Posted 2 weeks ago on Oct. 15, 2020

Team Lead, Service Parts Order Desk

Full-time in Nashville, TN
Is it a match?
See at-a-glance how well companies like Philips support the things that are important to you.
Paid Time Off
The People You Work With
Flexible Work Hours
Ability to Telecommute
Wellness Initiatives
Philips is a hospital & health care company headquartered in the Cambridge, MA area with 10000+ employees. Philips has a 3.3-star InHerSight Score, based on 1,197 ratings from 83 employees. Employees have left 23 comments about their experiences working for the company on InHerSight.

Job Title

Team Lead, Service Parts Order Desk

Job Description

In this role, you have the opportunity to utilize your advanced level of parts order desk experience/expertise to lead a high volume service parts ordering team of peers.  You will be leading the support of a group of people and serving as a subject matter expert resource and guide to your peers. You will support you leadership with ideas, solutions, and support to help in running the department in an efficient and productive manner, while ensuring the input of the work of your peers is supported through effective processes to provide a high quality standard output of their work in supporting the parts ordering expectations to our internal and external customers.

You are responsible for (but not limited to)

  • Understands the job requirements and customer’s needs. 
  • Demonstrates advanced knowledge and skill by successfully completing assignments in a timely manner.
  • Able to diagnose problems, apply effective solutions and determine follow up actions with minimum direction.
  • Adheres to designated work schedule: Hours of operation are 6am to 10pm 7 days a week. Shift hours will vary based on business needs.
  • Responsible for timely and accurate submission of individual scorecard results and metrics contained therein
  • Internal Customer Satisfaction (Individual)
  • Individual Quality Monitoring
  • Team SLA
  • Proficiency Measurement
  • Performs complete and accurate entry of data in the tools and databases utilized
  • Performs data entry of service parts orders (phone and or emails)
  • Confer with customers by telephone or email to provide information about orders, take or enter orders, cancel orders, or obtain details concerning complaints.
  • Adheres to all documented customer service processes
  • Ensures customer orders meet regulatory procedures and guidelines
  • Take the lead, participate in, and adhere to, established change control processes.
  • Take ownership of customer issues and manages relationships ensuring a high level of customer satisfaction.
  • Work on team needs that are moderately complex in nature where judgment is required to resolve problems and make recommendations and serves as a the escalation focal for process team needs/questions.
  • Maintain process documentation for team’s day to day processes.
  • Engage in User Acceptance Testing for application and technology releases.
  • Support peers by being a reasonable and dependable voice for the team.

You are a part of a team

The Philips Service Parts Order Desk team:  A team that delivers excellent customer service and clearly communicates with internal and external customers.  They collaborate with different departments and areas of the business across Philips to help ensure the Right Part gets delivered to the Right Place, at the Right time, with the Right Attitude.

To succeed in this role, you should have the following skills and experience

  • A Bachelor’s Degree desired with 2+ years related experience and/or equivalent related experience/education in a medical related industry.
  • Previous responsibility in Service Parts Ordering responsibilities
  • Comfortable working in a fast-paced, deadline driven collaborative team environment.
  • Ability to interact effectively with all levels of the organization to build consensus and to work through others in achieving goals and objectives
  • Experience with being a lead resource focal for direct leadership in helping support the efficient and productive output of results from their peers.
  • Problem solving skills with ability to analyze issues, identify root causes, and develop creative corrective action solutions

In return, we offer you

We offer you a dynamic working environment in an innovative business, which offers you excellent opportunities to further develop and fully exploit your talents. This job comes with a competitive salary, excellent benefits and up-to-date training.

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 improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It 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



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