Service Network & Technical Operations Manager at Philips in Gurgaon
- Company: Philips
- Location: Gurgaon
- Posted: Sep 23, 2026
- Type: Full-time
- Experience: 15+ years
- Visa sponsorship available
Overview
Service Network & Technical Operations Manager • Consumer Care & Service Network Management: Manage and strengthen the consumer care and authorized service network to ensure high-quality and timely service support. New Product Introduction (NPI) Training: Plan and conduct technical training for serv…
Job description
- Service Network & Technical Operations Manager
Responsibilities
- • Consumer Care & Service Network Management: Manage and strengthen the consumer care and authorized service network to ensure high-quality and timely service support.
- New Product Introduction (NPI) Training: Plan and conduct technical training for service centre teams on new product launches, product features, repair procedures, and troubleshooting.
- Spare Parts Management: Ensure availability and proper management of spare parts across service centres, including forecasting, inventory monitoring, and resolution of critical shortages.
- Safety Case Management: Identify, monitor, investigate, and coordinate closure of product/service-related safety cases in accordance with company safety standards and escalation procedures.
- Technical Product Knowledge: Develop and maintain strong technical knowledge of products, including functionality, installation, troubleshooting, repair, and common failure modes.
- Service Centre Claim Management: Manage service centre claims related to warranty repairs, spare parts, labour, and other service activities. Ensure claims are accurately validated, processed, and resolved within defined timelines.
- Service Quality Improvement: Monitor service performance and identify recurring technical issues, driving corrective and preventive actions with relevant teams.
- Cross-functional Coordination: Coordinate with Product Development, Quality, Supply Chain, Sales, and Customer Care teams to resolve technical and service-related issues.
- Performance Monitoring: Track key service network KPIs such as turnaround time, first-time fix rate, repeat complaints, claim closure, spare-parts availability, and customer satisfaction.
- Service Network Capability Development: Assess service centre capability and implement improvement plans through technical training, process standardization, and regular performance reviews.
Requirements
- Strong experience in service network management, technical operations, partner/vendor governance, and consumer service excellence.
- Proven capability in NPI readiness, technical training, RCA, process improvement, NPS, TAT and service quality management.
- Excellent leadership, stakeholder management, analytical and problem-solving skills, with a strong focus on operational efficiency and cost optimization.
- Strategic thinking, decision-making, problem solving, influencing, communication, and team leadership
- Preferably 10–15+ years in service operations, technical service, after-sales/service network or consumer care, preferably with experience managing a sizeable service ecosystem
- Ideally a bachelor's degree in engineering (Electrical/Electronics/Mechanical preferred). MBA/PGDM in Operations, Service Management or Business Administration would be an added advantage
Skills
Required
- Service network management
- Technical operations
- Partner/vendor governance
- Consumer service excellence
- NPI readiness
- Technical training
- RCA
- Process improvement
- NPS
- TAT
- Service quality management
- Leadership
About Philips
Are you ready to do the work of your life to help the lives of others? Learn more about our business, discover our rich and exciting history and learn more about our purpose. If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care. At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life. For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health. Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success.