Zone Technical Operations Director, Canada
We are in search for a Zone Operations Director to provide leadership within Canada.
This position is located in our Philips Canada Corporate office in Markham, Ontario.
As the Zone Operations Director, you will provide strategic directions of Philips Canada as it relates to Customer Support initiatives and specific customer development. You will manage the Technical Support staff to ensure that all Company resources (local and global) are being utilized to resolve escalations in a timely manner.
**In this role, you will have the opportunity to**
Effectively lead approximately 12 direct reports and support the entire Customer Service organization of approximately 200 Field Service Engineers, Regional Service Managers, Zone Installation Managers and others.
**You are responsible for (but not limited to):**
+ Oversee Installation and Life Programs to achieve operational objectives.
+ Interface as business partner with Business Analytics group to develop and implement the necessary business analytics to measure customer satisfaction, manpower planning/utilization, service work order processing, install base, financial and operational business components tied to growth of the Zone
+ Establish strategic and operational programs to attain Customer Service financial, operational, top line growth and customer satisfaction goals to grow and optimize business results. Ownership of service workflow management.
+ Develop plans to exceed performance in Operational KPIs to include; Operating Expense, Material Consumption, On-time Preventive Maintenance, Inventory Accuracy, MTTR, MTBF, Concession Management, and Profitability.
+ Drive margin improvement through key revenue growth programs such as LIFE solutions, time & material, contracts. Drive forecast accuracy
+ **Drive Financial Accountability** ; Business Acumen, Strategic Agility
+ Lead financial initiatives and productivity projects associated achievement of with AOP and RoFo targets for the Zone.
+ Drive zone productivity and growth through effective manpower planning/utilization, cross training plans, processes, and customer satisfaction. Identify gaps and deficiencies and build plans to address.
+ Provide monthly key performance indicators for all regions within the zone
+ Establish and implement Quality and Regulatory reporting requirements, communications and escalations associate with CAPAs.
+ Conduct Quarterly business reviews with the Zone and Operational leadership teams to report on key strategic results and initiatives
+ Leverage the capabilities of employees and create a work team environment that fosters common purpose and focuses on job satisfaction, customer focus, and increased productivity.
**To succeed in this role, you will have the following skills and experience**
+ Bachelors in business, an engineering discipline or equivalent
+ 10+ years of customer service experience, preferably in a field and headquarters environment
+ 5+ years of management experience
+ Technical knowledge in medical equipment is preferred
+ Superior communication skills including presentations to executive level groups
+ Proven strategic thinking and planning skills
+ Excellent teamwork skills, mentoring, coaching and interpersonal skills
+ Knowledge about how the organization works and knows how to get things done both through formal channels and informal networks. Plays leadership role in the support of policies, practices and procedures.
+ The ability to effectively handle multiple and conflicting high-level business problems simultaneously under time constraints
**In return, we offer you**
A path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this market-based role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.
**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 at http://www.philips.com/b-dam/corporate/corporateblog/2016/Philips_Chronic_Disease_5.jpg . 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 at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .
**Philips Electronics Ltd is committed to treating all people in a way that allows them to maintain their dignity and independence. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.**
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