Job Information
Philips Product Manager, Service System Maintenance in Malvern, Pennsylvania
Product Manager, Service System Maintenance
As our Hospital Patient Monitoring (HPM) Service Product Manager for System Maintenance, you will be critical in driving how system maintenance services, such as corrective maintenance, device spare management, device warranty, parts replacement, and preventative maintenance, including software upgrades/updates are offered to our customers. You will ensure that customers realize the value of our system maintenance product in clinical and technical use cases to create better outcomes. This role works closely with the Maintenance offer lead and system product managers, as well as regional marketing and service delivery roles. Focused on maintaining patient monitoring system software and hardware for customers and crafting the go-to-market strategy for system maintenance as part of a technology release or as a One Maintenance Offer Subscription to customers.
Your role ensures:
Understanding Customer Needs: Just like in product management for physical goods, service product managers must deeply understand customer needs, preferences, consumption experience, and pain points. This involves gathering feedback, conducting market research, and analyzing data to identify opportunities for new services or improvements to existing ones.
Service Design and Development: Work closely with cross-functional teams, including designers, engineers, marketers, and operations specialists, to conceptualize, design, and develop new services. This includes defining the service features, user experience, pricing strategy, and delivery channels.
Lifecycle Management: Oversee the entire lifecycle of a service, from ideation to retirement, including sustaining. Continuously monitor performance metrics, gather customer feedback, and iterate on the service to ensure it remains competitive and aligned with customer needs.
Go-to-Market Strategy: Responsible for developing go-to-market strategies to launch new services successfully. This involves coordinating with marketing, sales, and customer support teams to create messaging, positioning, and promotional campaigns that effectively communicate the service's value proposition to target customers.
Revenue Optimization: Tasked with maximizing the revenue generated from services. This may involve pricing optimization, upselling and cross-selling strategies, bundling services with complementary offerings, and identifying monetization opportunities.
Customer Success and Satisfaction: Ensuring customer satisfaction and success is crucial for service product managers. Monitor customer satisfaction metrics, address customer complaints and concerns, and proactively identify ways to enhance the overall customer experience.
Risk Management and Compliance: Consider regulatory requirements, legal considerations, and potential risks associated with the service managed. Work closely with legal and compliance teams to ensure services comply with relevant laws and regulations.
You're the right fit if:
You’ve acquired 7+ years of experience in a product management role, focusing on product management of a Service and Software; practical experience and knowledge with lean startup, service field delivery role, product development, and patient monitoring system; experience with technical and clinical patient monitoring system delivery or maintenance in healthcare environments; experience with attribute-based product structure for definition and management is an advantage.
Your skills include:
Agile Product Development processes (PDLM, PDLM-S, PSSGP, other)
Business model innovation experience or management of recurring revenue (consumption/subscription) type products
Ability to lead through influence and to work effectively with other leaders
Ability to collaborate effectively with global teams located around the world
Strong ability to creatively problem-solve and possess the ability to work independently and high level of self-initiative
Intellectual versatility, breaking down complexities, and willingness to continuously learn
Excellent communication and presentation skills
Understanding of business to technology mapping
You have a Bachelor’s degree in Business Management/Marketing, health science, and working experience in field service, maintenance deployment, or a related discipline.
You must be able to successfully perform the following minimum Physical, Cognitive, and Environmental job requirements with or without accommodation for this position .
Your experience includes different system maintenance management tools and systems (preferably Service Max, ServiceNow, and PSA systems); Experience and understanding of IT technologies; Experience in service or product ownership and management, service delivery, process management, project planning, and execution as well as a high degree of services process acumen and capability development, deployment, and management at a central level and across markets.
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 improve the lives of others.
Learn more about our business (https://www.philips.com/a-w/about.html) .
Discover our rich and exciting history. (https://www.philips.com/a-w/about/our-history.html)
Learn more about our purpose. (https://www.philips.com/a-w/about/environmental-social-governance/our-purpose)
Read more about our employee benefits (https://www.careers.philips.com/na/en/best-employee-benefits) .
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 commitment to diversity and inclusion here (https://www.careers.philips.com/global/en/diversity-and-inclusion) .
Additional Information
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to one of the locations listed.
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It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.
Equal Employment and Opportunity Employer/Disabled/Veteran