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Philips Customer Project Manager- SymphonySuite/OBL in United States of America - Home Based, Massachusetts

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In this role, you have the opportunity to

Provide leadership to our SymphonySuite (OBL) multi-modality customers via management of the entire Installation process at customer sites to maximize customer satisfaction. Position requires extensive interaction with all levels of management both within Philips (e.g. - Sales, Services, OM, Clinical Education, etc.) and the customer organization. In addition, most of these OBL's are stand-alone facilities with very little infrastructure in terms of support with planning and project management - and require a significant level of oversight and leadership to ensure that customer needs are exceeded while factoring in the availability of resources at the site to assist in the normal course of planning deliveries and installations

You are responsible for

Key responsibilities include but are not limited to:

  • Planning, directing and monitoring projects from initiation through handover to meet customer needs while delivering revenue targets and minimizing inventory

  • Managing customer relationships to maximize customer satisfaction. This includes management across multiple internal groups to ensure that all deliveries and installations are coordinated to minimize disruption and allow the customer to begin utilizing their labs as soon as possible

  • Serving as the mediator to internal issues and conflicting priorities for teams focused on the delivery of products and education to customers

  • Leading resources from all applicable Philips' businesses in providing a single planning and implementation experience for our OBL customers

  • Serving as the "one face" to the customer from an overall project implementation perspective - ensuring that despite other resources being on site as needed - they see you as their primary "go-to" for any and all installation and product concerns

  • Coordinating kick-off and regular check-in calls with internal Philips resources involved in the installation(s) to ensure all understand the unique needs of an OBL customer as well as the need for interactions to work as smoothly as possible

  • Keeping the customer informed of progress/status of the project within the Philips organization and also bringing any customer issues back to the Philips team to adjust accordingly

  • Engaging internal groups as needed (i.e. - Site Planning) to assist in the space planning and technical requirements of the OBL - allowing the customer to see renderings (both 3D and 2D) of the finished site specifics

  • Coordinating collection of customer-specific information to ensure customers' needs are corrrectly captured in the final configuration

  • Ensuring site readiness is monitored in order to achieve the desired coordinated delivery and installation of all products - including Philips and 3rd party itmes

  • Working with 3rd party providers as well as Philips' supply chain to ensure that the entire multi-modality suite of products is available and delivered on site on the same day to minimize disruption to the customer

  • Working with the OBL distribution center/warehouse and OBL Inventory Lead to move products through there as needed to coordinate deliveries to the customer site

  • Regularly participating in OBL Team forums to receive updates from other team members and share updates across the End-2-End OBL team. This also includes the need to keep the OBL Dashboard up to date so all members of the team can see and understand the status of upcoming installations

  • Accurately forecasting installation activity and revenue recognition for the OBL business

  • Coordinating wiht the PM organization to ensure that the work being developed for the OBL business in Solutions Selling can be coordinated with similar efforts across the Company

You are a part of

A high energy environment consistently focused on customer experience and continuous improvement. We work closely as a team, and success in this role will open ample opportunity in diverse environments.

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

  • Bachelor's Degree with 5+ years of healthcare experience, preferably in medical capital equipment

  • Demonstrated track record of Project Management skills, PMP Certification or equivalent experience required

  • Able to understand site and equipment technical requirements (HVAC, Electrical, Mechanical, Environmental, etc. ) with Site Planning experience a plus

  • Effective relationship management with all levels and backgrounds across all departments and organizational levels with the ability to instill confidence in all situations - to include customer leadership (often physicians), local project managers and contractors and internal Philips organizations

  • Excellent time management skills with the ability to manage own work and influence others without supervision

  • Exceptional communication (written, listening, verbal), analytical, presentation, customer service and problem solving skills

  • Practiced skills in a Lean environment, always looking for opportunities to streamline processes and improve efficiencies

  • Travel requirements to meet customer demands - with the plan to have someone from the OBL team present at each customer installation (Customer Care Model)

  • Technically proficient in MS Office Suite (including MS Project), Adobe, Acrobat, Visio and CAD. Knowledge of Philips internal PM tools a plus.

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 pageon 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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