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Customer Service Team Leader

Philips - Brisbane Grove, NSW

Customer Service & Call Centre
Source: uWorkin


Philips is a leading global healthcare company aiming to improve the lives of 3 billion people by 2025. We strive to make the world healthier and more sustainable through innovation developed across a broad range of Imaging, Information and Monitoring systems. With nearly 40,000 employees working in 100 countries, we are committed to helping create meaningful moments of care, whether in the hospital room, the living room or the boardroom.

Being a part of Philips means having an opportunity to drive your career in an organisation where there is incredible diversity across function, skill and geography. We are a fascinating business to be a part of – a global leader in our chosen fields with a strong emphasis on creating impact through meaningful innovation.

Your Role:

A rare opportunity has recently become available for a commercially minded people leader to take on an exciting role as a Customer Support Team Leader and be part of our QLD/ NT Leadership team. The role is based in Brisbane reporting directly to Operations Manager- QLD/NT and leading a team of highly skilled Field Service Engineers (FSE), working closely with the Account Managers, District Manager, and Operations Manager and is responsible for driving growth in the District. The team leader is responsible for leading and developing a team of FSE’s, executing service delivery in the district while ensuring maximum customer experience.

Every day will offer new and exciting challenges. Working with stakeholders across the business from the Account Management and Project Management team to the National Support Team, you will have the opportunity to influence at all levels within Philips. You will be measured on FSE productivity, team KPI’s, NPS, Cost Control, Training Effectiveness, Continuous Quality, and Gross Margin Management.

Key responsibilities include:

  • Lead, coach, and motivate a team of Customer Service Engineers and support their development & training plans and manage team workload and resourcing.
  • Play a key role as an escalation point for our clients both internal and external, take an active role in Customer Experience review meetings, and assure customer satisfaction as a top priority.
  • Lead and manage Quality & Regulatory (Q&R) training for new hires and FSE's, monitor Q&R compliance, and support audits.
  • Support the team with FSE responsibilities

We are looking for
  • Degree level education or equivalent in Biomedical, Electrical, Electronics or Computing Engineering
  • Experience within a Field Customer Services Environment within Maintenance, Engineering or similar, with the ability to troubleshoot complex problems
  • Proven ability to foster a highly engaged and cohesive team culture and experience in effectively managing multiple stakeholders across the business
  • Excellent customer services skills with the ability to maintain customer satisfaction at all time
  • Experience in maintenance and troubleshooting of technical complex systems
  • Good understanding of the related products and business

Our Offer

We welcome you to a challenging, innovative environment with great opportunities for you to explore. Our benefits are very competitive and designed around your preferences:
  • A competitive salary
  • Company car
  • Learning and Development opportunities through our Philips University
  • The Philips Employee Shop allows employees to buy Philips products at discounted prices.
  • Flexibility in a career with a positive and supportive atmosphere in which to develop your talents further.

Join us, and you'll get to see the benefits of your work in so many ways.

Brisbane Grove, NSW

Customer Service & Call Centre


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