Market FCO Manager

Job Title

Job Description

Job Title: Market FCO Manager

In this role, you have the opportunity to

To support and facilitate the operational aspects of the Field Change Order (FCO) implementation process.

You are responsible for

• Preparing local stakeholders when FSN/CIL and FCO is released.
• Monitoring the creation of relevant FCO Cases and Work Orders (this will also apply to relevant Q&R Work Orders if requested by Q&R).

• Monitoring the resolution of any Installed Product Change Requests generated from an FCO UAL and escalate when not being addressed in a timely manner.
• If requested, support the Q&R with any required administration associated to the distribution of the Field Safety Notices/Customer Information Letters, including administration and completion of Q&R Work Orders.
• Supporting Customers and Indirect Channel Trade Partners with FCO implementation activities.
• Debriefing and when required completing Work Orders when FCOs cannot be implemented or are implemented by a Customers/Trade Partners that do not have access to the Req2Res Customer/Partner Portals.
• Proactively monitoring FCO Implementation on a daily basis to assure timely completion of all FCO Work Orders.
• Supporting any activities resulting from daily management as appropriate and escalate potential delays immediately to local Service and/or Q&R Management.

You are a part of

The service operations team where your professional and support will be highly valued and recognized. You will report to the Services Excellence & Operations leader and collaborate with related teams to achieve the goals.

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

• Experience and in-depth knowledge of customer service operations including field operations is highly desirable.
• Interpersonal skills required in interactions with internal and external customers.
• Ability to multi-task and work in a fast-paced environment.
• An ability to prioritize tasks while maintaining a high degree of data entry accuracy is essential.
• Good organizational skills and aptitude for details.
• Ability to work under minimal supervision on day-to-day activities while maintaining a high degree of accuracy.
• Ability to use good judgment and make confident decisions under defined policies and procedures.
• Work well within a global team environment and across multiple time zones to accomplish departmental goals.
• Minimum 2-4 years’ related experience, Undergraduate Degree or equivalent in a science or mathematics discipline.

In return, we offer you

We offer experiences and opportunities that add many unexpected and enriching moments to our employees’ lives. Especially when the innovative health technologies and solutions they help develop benefit their own friends and family.

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. Learn more by watching this video.

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.