Service Network & Technical Operations Manager

About the role

The Service Network & Technical Operations Manager will lead consumer care and the authorized service network for Philips, ensuring high‑quality, timely support across all service centres. The role combines technical training, spare‑parts logistics, safety case handling and continuous service‑quality improvement.

Key responsibilities

• Manage and strengthen the consumer care and authorized service network to deliver high‑quality support.
• Plan and conduct technical training for new product introductions, covering features, repair procedures and troubleshooting.
• Oversee spare‑parts forecasting, inventory monitoring and resolution of critical shortages.
• Identify, investigate and close product/service safety cases in line with company standards.
• Maintain deep technical knowledge of products, including installation, troubleshooting and common failure modes.
• Handle service‑centre warranty claims, ensuring accurate validation and timely resolution.
• Monitor service performance KPIs (turnaround time, first‑time fix, repeat complaints, claim closure, parts availability, customer satisfaction) and drive corrective actions.
• Coordinate with Product Development, Quality, Supply Chain, Sales and Customer Care to resolve technical and service issues.
• Assess service‑centre capabilities and implement improvement plans through training and process standardisation.

Required profile

• 10‑15+ years in service operations, technical service or after‑sales network management, preferably within a large service ecosystem.
• Proven experience in NPI readiness, technical training delivery, root‑cause analysis, process improvement and service‑quality management.
• Strong leadership, stakeholder management and analytical problem‑solving abilities.
• Bachelor’s degree in engineering (Electrical/Electronics/Mechanical) preferred; MBA/PGDM in Operations or Service Management is a plus.

Required skills

• Inventory forecasting and spare‑parts inventory management
• Root‑cause analysis (RCA) and corrective‑preventive action planning
• Technical training design and delivery
• Service network KPI tracking and reporting