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Service Manager to MedTech company in Stockholm!

Your new role
In this role, you will get the opportunity to work with the Philips Patient Monitoring Solutions Team. You will be part of a top team delivering high quality services and technical solutions for Swedish Health Care professionals with focus on key customers.

You will be part of the Philips Customer Service organization in Sweden and belong to the Monitoring Analytics & Therapeutic Care support team. Today the team consist of over 25 engineers located all over Sweden. You will be responsible for 2-3 persons focusing on customer service to key customers.


  • Manage all aspects of customer service operations.
  • Lead operational teams to achieve business goals. Develop the team and processes around our services to key customers. You will be responsible for 2-4 persons focusing on customer service to these key customers.
  • Align activities of teams to support business strategy objectives and contribute to business financial commitments.
  • Be responsible for customer satisfaction and relevant quality, legal, and compliance requirements.
  • Utilize LEAN techniques to drive operational efficiency improvements at the business and department level.
  • Identify / develop talent and lead by example to promote a performance culture.
  • Respond to escalation requests when receiving management escalations to address customer concerns, or create on demand account escalations in order to manage a customer holistically for 1 or more escalated cases.
  • Customer relation and contract follow-up for some key customers within Stockholm country council.
  • Coordinate resources (both technical and clinical) within the contract and collaboration with management team, engineers and clinical specialist, Sales and project manager.
  • Follow-up on KPI within the contract obligations to the customers.
  • Follow-up Time reporting, trainings, quality etc.
  • Recognize customer needs by managing escalations and ensures that the delivered performance and services matches the customer needs and drive technical escalations within the team and collaborate with our Nordic Modality Specialist and our R&D.
  • Customer visits and communication around operational issues to assure increasing levels of customer satisfaction.
  • Ensure FSE (engineers) and CAS (Clinical specialists) way of working, tools utilization, assuring change management within the contract and follow customer services processes.

What you'll need to succeed
We believe you have a Bachelor's degree in IT or Engineering, previous experience from Sales/Accounting/Contract Management or similar, and at least two years of experience from leading a team. It is beneficial if you also have previous experience from Medical Devices and understand the special character of working in the hospitals. Basic knowledge on networking (CCNA, CCNP, CWNA, CWTS or equivalent) and IT infrastructures (VMWare, Hyper V, SQL Server) is preferable. Moreover, you are fluent in both English and Swedish.

As a person you are customer oriented and independent with a commercial mindset. You enjoy working with technology and have an interest in the new IT development in MedTech systems. You are a team player and will be comfortable in an environment where many things happen at the same time and where a lot of work is done at the customer's premises in the hospital environment.

What you'll get in return
Philips offers a versatile position and the possibility to work with a rapidly developing area of healthcare combined with IT and data management. You get to serve top rank Hospital customers with world class services and get to be a part of a highly professional team where you have great possibilities to further develop yourself.

What you need to do now
In this recruitment, Philips is working with Hays. If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV and cover letter in English in the same document. If you have any questions regarding the role, please contact Isolde Andersson, 070 450 60 26 / or Johanna Alderin, 070 450 60 06 /

About Philips
Philips is a leading Health Technology company focused on improving people's health and enabling better outcomes across the health continuum from healthy living and prevention, to diagnosis, treatment and home care. They leverage advanced technology and deep clinical and consumer insights to deliver integrated solutions.

Headquartered in the Netherlands, the company is a leader in diagnostic imaging, image-guided therapy, patient monitoring and health informatics, as well as in consumer health and home care.



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