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Field Support Engineer

Philips Lighting B.V.

9045425 | BOSCHDIJK, EINDHOVEN | Detachering | MBO, HAVO, VWO | publicatiedatum 


Over de functie

Description Summary 
• You ensure timely and qualitative (on-site) execution of services that provide the customer with a positive customer experience. 
• You ensure timely and correct solving of complaints, inquiries and requests related to technical product related topics. Executes recall activities. 
• You analyze & solve complaints, on or off-site. Drives root cause analysis and preventive action. Keeps customers proactively informed and flags patterns of complaints towards management. 

Job Description 
You are responsible for delivering (after sales) support procedure to customers aligning with global support & service standards and processes. 
You understand customer needs & resolve issues using technical knowledge & our support network/ in accordance to support & service obligations to customers 
You enable customer growth and development as well as enable further business opportunities in customers’ installed base. 

Analyses & solve complaints. Keeps customers informed 
Involves Business and/or central system center to obtain solutions in event of escalated complaints 
Keeps complaint data base up to date 
Executes recall activities 

Does on-site customer visits (if needed) to investigate and analyze customer complaints 
Realizes proactive communication to customers to keep them informed 
Flags patterns of complaints towards Customer Resolution Manager & Field Quality Management 
Works closely together with Field Quality management 


Lighting Product, Applications and Solutions 
Applies advanced knowledge of lighting products, applications and solutions to ensure flawless working and maintenance of the customer's systems. 
Solves customer incidents in line with agreed service levels and applies appropriate customer entitlement (response and repair times) at optimal cost. 
Uses customer service systems and tools such as the service management system or C4CS to access information ensuring efficient customer service. 

Lighting Field Business Knowledge 
Builds and applies knowledge of Lighting field service/support business (e.g. understands the service/quality framework) to execute required services/support for the customer. 

Systems & Services Improvement 
Provides voice of customer regarding system failures/issues and opportunities for improvement back to the System Center/Business. 
Documents solutions to failures to be stored in appropriate service management tool (e.g. SMS tool, C4CS) for future reference. 
Receives systems/product training from the Business/System Center and provides customer and peer ad-hoc training on system and/or changes to system functionality to effectively use the system. 

Workflow Management 
Is primary point of contact for the customer and follows defined process to escalate customer issues. 
Partners with internal resources (suppliers/contractors, call center, service dispatch, Systems Center, Business) to resolve customer issues. 
Monitors, tracks, and communicates progress to resolve issues in a timely and effective manner. 

Customer Focus 
Establishes and maintains effective customer relationships that anticipate/ meet customer needs and exceed expectations. 
Uses deep listening skills to engage with customers at all levels and to understand their needs/requirements. 
Identifies important information/action from various verbal communication styles. Is a trusted advisor to our customers and offers meaningful solutions. 
Is protector of our brand. 

Field Communication and Negotiation 
Connects with customers in an empathetic and approachable manner, engages in constructive conversations to provide and collect precise information. 
Defines customer issues precisely and factually to create the right level of attention to the problem within the organization. 
Demonstrates learning agility by applying different communication styles to the stakeholders being addressed to negotiate best deal for Philips and customer. 
Takes ownership on customer’s behalf to optimally coordinate the resources of the market and business to resolve issues. 

Delivers on Field Service/Support Commitments 
Ensures commitments are realized, and knows what appropriate actions need to be taken to avoid escalation. 
Delivers sustainable service/support to achieve the highest level of customer satisfaction. 
Makes promises the organization can keep and executes what was promised at the most cost-effective level. 

Collaboration and Execution 
Cooperates in teams and ensures leveraging with other team members' respective areas of expertise. 
Collaborates efficiently in the matrix organization (Markets/Systems Centers/Businesses) with a "greater-good" spirit. 
Changes behavioral style to ensure goals are reached, or when a situation requires a different approach.


We will boost your career through personal and technical growth. We’ll support you by offering a personal coach and the possibility to follow courses and training via our highly recommended Yacht Academy. We’ll offer interesting benefits and a market conform salary. You’ll become member of the team of professionals who share your education, ambitions and your competencies. This will enable you to interact with your colleagues from Yacht in your own technology language! You’ll become a member of the yacht network, which stretches the high tech industry. You will be challenged by your peers. As a result you’ll be able to keep your knowledge and skills up-to-date!


Yacht is a contractor for highly educated professionals (BSc, MSc, or PhD) who’ll work on site and innovate together with our customers to find smart solutions. Being part of the world wide Randstad Group we have an extensive network of clients and professionals. Working as a high tech professional within Yacht means you will work on interesting and challenging long term projects for our clients in the Dutch “Brainport” Eindhoven region, mainly on projects at our clients’ Research & Development departments. Our Brainport region is considered to be the smartest region in the world! We cooperate with high tech companies that work on the cutting edge of technology. To give you an example of our portfolio: ASML, Philips Healthcare, Philips Lighting, Philips Research, TNO, FEI company, DAF, VDL ETG, Océ and many others.


Voor meer informatie neem je contact op met Peter Groeneveld via telefoonnummer 06-53815170

Werken voor Yacht
Yacht is dé organisatie van en voor professionals. Wij verbinden professionals en organisaties die het verschil willen maken. Ons doel is optimaal resultaat: jou als professional uitdagend werk bieden waarmee jij de organisaties van onze opdrachtgevers blijvend verbetert. Behoor jij tot de beste professionals in jouw vak? Wil je samen met vakgenoten het verschil maken bij toonaangevende organisaties? Dan willen we jou graag leren kennen.


Uiteraard staat deze vacature open voor zowel mannen als vrouwen.