Service Operations Intern

2 weeks ago


Farnborough, United Kingdom Philips Full time

**Job Title**: Service Operations Intern (One Year Placement)

**Service Operations Intern**

**Start Date**: July/August 2023 (1 year internship / industrial placement)

**Location**: Farnborough, Hampshire / remote combination

**Salary**: £19,000 plus benefits

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

We are 75,000, wonderfully unique individuals who appreciate we are better together when we celebrate our diversity. We believe inclusivity & equal opportunities are for everyone. To find out more visit our Diversity and Inclusion at Philips site will show you more of what we care about, including our Employee Resource Groups.

In the UK, we are recognized as a Disability Confident employer and are proud to have signed the Armed Forces Covenant & “Time to Change” Mental Health pledge. We welcome all applicants including those from minority backgrounds, LGBTQIA+ and individuals living with a disability.

Because we are at our best when you are, you can safely share any reasonable tools or adjustments needed during our recruitment process and beyond.

**In this role, you have the opportunity to make life better**

Join the Services & Solutions Delivery (SSD) team as part of your 12-month industrial placement programme. You'll find yourself part of a UKI team of like-minded colleagues, who all share a passion for creating value through customer service. You'll make a difference in new and surprising ways every day, improving the lives of the Philips Healthcare customers & patients.

The SSD team manages customer relationships, target metrics and much more to ensure we are providing the best service-levels, quality, and improvement activities expected by Philips’ customer base.

**You are responsible for**
- Liaising with the various functions of the Service Support Centre to provide the best solution that balances the customer need against the business requirements.
- Managing and updating Install Base records.
- Coordinating orders of spare parts if required and keeping the customer and engineers informed at every stage.
- Ensuring customers are aware of the status of their call and the actions taking place.
- Managing the progress of the customer call until resolved, communicating with various colleagues, you may need to escalate the situation if you encounter problems meeting the service level agreement.
- Working on specific commercial projects to support growth in the Service customer base.
- Projects will be based on needs at that time, customer demand, new products and services and overall service initiatives.
- Learn, update, and document the Lifetime Funnel Opportunity Creation Process.
- With support of the Installed Base Manager, learn the process, complete the next annual update of the Lifetime Funnel looking at Philips install base information and external AXREM data, and document the process, actions, and work instructions to make sure that it can be sustained.
- Working with Global Business Services (GBS) and Service Account teams to validate raw data and validating entitlement.
- Working with GBS to ensure contract adjustment as required, (adding new customers, removing customers who do not renew etc).
- Being a professional representative for Philips Healthcare with respect to customer problems, ensuring personal acceptability by the customer in appearance and behavior in accordance with Philips Healthcare policy and targets.

**You are a part of**

A close-knit Services & Solutions Delivery team, including, planners, logistics coordinators & remote service engineers, led by a strong management team, you will report into the Service Business Manager for UKI. You will regularly collaborate with a variety of stakeholders from areas including Service Operations, Service Delivery, Supply Chain, Commercial Operations, Finance, Legal, HR & Marketing and will have the opportunity to build relationships with people all over the world.

As a collaborative team, we aim to spend more time together than apart and look forward to you joining us in our new vibrant and exciting offices in Farnborough, Hampshire, working in an agile working environment.

**To succeed in this role, you should have the following skills and experience;**
- You must be in your penultimate year of study towards a business-related degree e.g., Business Management, Economics or equivalent (i.e., a 2025 graduate)
- Proficiency in Microsoft Office Suite particularly in Excel (advanced skills like pivot tables would be a plus), PowerPoint & Word
- Strong analytical skills / data insights skills
- Excellent communication skills
- An autonomous individual capable of motivating themselves in a hybrid home/office working environment.
- A high level of drive and motivation
- Ability to work effectively when working in a team environment as well as bein


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