About Signify
Through bold discovery and cutting-edge innovation, we lead an industry that is vital for the future of our planet: lighting. Through our leadership in connected lighting and the Internet of Things, we're breaking new ground in data analytics, AI, and smart solutions for homes, offices, cities, and beyond.
At Signify, you can shape tomorrow by building on our incredible 125+ year legacy while working toward even bolder sustainability goals. Our culture of continuous learning, creativity, and commitment to diversity and inclusion empowers you to grow your skills and career.
Join us, and together, we'll transform our industry, making a lasting difference for brighter lives and a better world.
Job Summary
More about the role
Drives local customer experience by providing proactive, productive, painless, and personalized services and support in line with global standards and processes. Ensures high levels of customer satisfaction and customer loyalty at optimal cost.
Key Areas of Responsibility
- Ensures the Voice of the Customer (NPS) is fed back into the value chain to continuously improve products, systems and services.
- Operates services including Service Contract Entitlements and Community management, and/or support such as Pre-sales, E-commerce, Technical Support, and Warranty.
- Drives growth of service contract revenue and direct service sales and delivers on service contract commitments while continuing to provide warranty support where no service contract exists, generating service upselling for services and service parts, and fostering customer retention.
- Drives high levels of customer satisfaction and improves organizational excellence of customer services and support at optimal cost, based on global standards and processes and in line with Market/Country AOP.
- Maintains communication with all relevant business quality and (regional) sales, direct sales, and marketing disciplines.
- Monitors and manages interaction with level 1, 2, 3 support including Field Quality, Contact Center, and IOT Support.
- Manages services delivery including custom training, third party network for service contracts, and after-care logistics in line with agreed service levels.
- Articulates and delivers Signify's service offerings to customers independently or in collaboration with Sales, highlighting their value and differentiation.
- Manages service delivery for projects during installation, commissioning, and acceptance testing as required or in support of System Center.
- Executes timely and accurate solutions for warranty related complaints and reworks/recalls.
- Ensures fulfillment of documentation for service-related issues and resolutions and properly documents all relevant information in the ticketing system and/or knowledge databases.
- Manages key service performance metrics such as services NPS, contract renewal rates, and churn to identify areas of improvement.
Critical Experiences
- Bachelor's degree in Business Administration, Engineering, or a related field is essential to understand service operations and customer management.
- Minimum 5 years of experience in customer service management or service operations, with proven success in driving customer satisfaction and service revenue growth.
- Certification in Lean methodology is required
Everything we'll do for you
You can grow a lasting career here. We'll encourage you, support you, and challenge you. We'll help you learn and progress in a way that's right for you, with coaching and mentoring along the way. We'll listen to you too, because we see and value every one of our 27,000+ people. We believe that a diverse and inclusive workplace fosters creativity, innovation, and a full spectrum of bright ideas. With a global workforce present in 70+ countries, we are dedicated to creating an inclusive environment where every voice is heard and valued, helping us all achieve more together.
Come join us, and together we can light up the future.
