Job Description

Job Title

Customer Project Manager

This customer project management role has the entire accountability for installations of hospital patient monitoring equipment for Philips customers in Belgium. As CPM you are managing end-to-end all the aspects of the contract, upgrade and equipment delivery from order identification and acquisition, through ordering and preparation to installation. After execution the delivery is finalized by training the system users on their newly installed and-or upgraded equipment. This is based on the total portfolio in your region based on new and existing service contracts and equipment orders.

At Philips, as Customer Project Manager, you are the interface between all stakeholders during all phases of the project, and during contract life cycle. If this and the below motivates you, then the CPM role is yours!

• Human relationship is your motivation.
• Customer intimacy is at the heart of what you love to do.
• If you do not want to face routine.
• If you are willing to learn during your entire career
• If you want to discover new technology and new products.

• And even more if providing the best patient’s cares has a meaning for you.

Projects are divided in three phases:

It starts at the pre-tendering phase. You orchestrate efforts which are related to internal resources and inform both internal sales representatives and external customers about the technical aspects but also to define how people’s dreams come true. You work together with the sales to demonstrate HOW our solutions can add value for our customers and their patients. Delivery orders come from multi-year contracts Philips has with customers and separate equipment orders. This whole portfolio of different types of orders is in this CPM role your scope of delivery. You also discuss the delivery forecast, customer needs, roadmap of upcoming upgrades and more with the customer and all relevant stakeholders to design the right solution portfolio delivery timelines.

In fact, in coordinating the system’s installation within the golden rules, you have a critical managerial and orchestration role. Getting the IT infrastructure ready to install our brand-new systems or upgrades. This takes place in the execution phase, the project implementation. During this phase you are the conductor of the project. Your role is the make the bridge between all stakeholders doctors, nurses, applicants, engineers, consultants and architects, head of hospital, sales, architects and so on. You initiate or participate at customers, providers, engineers, architects’ meetings. You do the maximum to get the IT infrastructure ready and you focus on your customer’s satisfaction. Finally, you coordinate all our internal activities to have the installation, application, training and (provisional) customer reception done established according to the planning.

Your role:

• Confirming & using the project objectives and customer success criteria, formulating the portfolio and project plan, in consultation with customer, project team members and other parties concerned based on the customers orders and contract.
• Organize the internal and external resources to be used (quality, time, budget and information) and specifies the quality standard in the processes. Includes engaging with procurement/supply chain for quotes / orders from external suppliers.
• Work closely with (product) sales organization to ensure customer and solution readiness prior to order signature. Supports in the pre-sales process as needed.
• Define the risks (technical and commercial) of the project and develops scenarios to overcome these risks.
• Implementation and realization according to the project plan in terms of quality, money, time, information, organization, and final customer acceptance and sign-off.
• Responsible for maintaining up-to-date project documentation and executing the hand over of the Customer to the Service Organization
• Responsible for driving compliancy to applicable regulations by project team, third parties and other partners in the project
• Control the project budget and project progress, evaluates all buildchange requests as to feasibility, costs/benefits and added value, takes corrective actions when necessary and generates reviews.
• Execute lessons learned meetings after project completions and convert those lessons into knowledge articles, training content or other actions of improvement
• Responsible for single, multi-site or multi-products projects
• Independently managing your own project team which means managing a team of internal specialists and external suppliers and customer representatives.
• Responsible for the execution, progress and quality of the project.
• Influence on key decisions regarding content within team.
• Project reporting to senior management.
• Responsible for margin management.

You are a part of:

The Benelux Service & Solutions Delivery Organization with roughly 180 employees. The Service & Solutions Delivery team is responsible for all Philips equipment installed at customers in BNL.

You are a right fit if you have:

• Bachelor/Master's degree.
• Relevant customer facing service working experience, including experience of leading workstreams within projects from idea through implementation with evidence of business impact (as a Customer Project Manager, Field Service Engineer).
• Strong background in services. Either in software, mechanical and or electrical.
• Knowledge of the HPM portfolio is a preference.
• Proven track record in working with software and IT hardware from conception to completion.
• An understanding of the IT Design Management regulations in a regulated hospital environment.
• Previous experience with healthcare projects is an advantage.
• Experience with standardized project management methodology.
• Evidence of applying daily management and methodical problem solving.
• Risk and Issue Management experience.
• Commercial and customer feeling and expertise.
• Able to manage Internal and external stakeholders like subcontractors.
• Ability to drive team collaboration.
• Personal capabilities like flexibility, resilience, communicational skills.
• Professional capabilities in speaking and writing in French, English and Dutch.

How we work together
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations with 1 day presence per week in our office in Belgium.

About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
• Learn more about our business
• Discover our rich and exciting history
• 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 here