ISC and service Operations Analyst

Job Title

Job Description

Job Responsibilities:

• Monitors and tracks KPIs such as (time to system up) (First visit fix) (Remote resolution rate) and parts consumption ensuring accurate and timely reporting to support managements decisions
• Analyzes delivery cost performance data such as labor costs travel costs and material costs providing insights and analysis of historical data and identify potential risks and issues from the analysis. Ensuring that the management and relevant functions such as Logistic Finance can synchronize information and take actionable improvement to avoid the uncontrollability of costs.
• Ensures maintenance of performance dashboards and analytical tools that fully covers performance evaluation from managers to individual engineer enable real-time tracking and visualization of delivery performance data for stakeholders
• Gathers and integrates data from multiple sources including SWO(service work order) spare part service logs financial figures service organizational structure IB(installed base) to create comprehensive performance reports for service teams.
• Conduct root cause analysis for performance-related issues collaborating with cross-functional teams such as engineering training center service support sales technical support modality performance teams to identify underlying causes and propose corrective and workable suggestions
• Resolves a wide range of complexity requests in creative ways demonstrating good judgment in selecting methods and techniques for obtaining solutions
• Plays an important role of independent supervision and judgment on matters of significance to drive compliance and strategic success
• Creates predictive models such as SWO/LABOR/COST to provide effective and forward-looking results on business decisions. Most importantly the models combine historical and relevant forecast data and dynamically adjust the model parameters and values in order to achieve the purpose of making more accurate predictions.
• Ensure data quality and integrity to meet the usage requirements of all stakeholders.
• Motivate oneself and actively communicate and collaborate across functions to secure necessary support for achieving common goals.
• Design data models based on a thorough understanding of ISC and service processes
• Utilize advanced AI technologies and digital tools such as Azure AI services Power BI SQL and Python for efficient data analysis.
• Implement end-to-end solutions and an AI-driven mindset to focus on the optimization and automation of ISC and service processes.

Preferred Skills:

• Technical Writing
• Data Analysis & Interpretation
• Root Cause Analysis (RCA)
• Troubleshooting
• Advanced Microsoft Excel Techniques
• Microsoft Office
• Documentation & Reporting
• Continuous Improvement
• Operational Excellence Methodologies
• Operational Excellence Tools
• Process Improvements
• Training Delivery

How we work together
We believe that we are better together than apart. For our office-based teams this means working in-person at least 3 days per week.
Onsite roles require full-time presence in the companys facilities.
Field roles are most effectively done outside of the companys main facilities generally at the customers or suppliers locations.
Indicate if this role is an office/field/onsite role.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters and we wont 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 youre 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.