Tawatchai Jarernnork
Muang
Summary
Customer Service Delivery Manager with 10+ years in the healthcare and medical device industry. Expertise in customer retention, service operations, team management, and technical support for complex equipment (MRI, CT, Ultrasound, Cardio & Vascular systems). Proven ability to improve service processes, lead cross-functional teams, and drive customer satisfaction. A proactive leader with strong communication skills, focused on operational excellence.
Overview
2025
2025
years of professional experience
Work History
Service Delivery Manager
Philips (Thailand) Ltd.
12.2017 - Current
- Company Overview: Health Systems
- Manage all aspects of customer retention, addressing concerns and developing a customer contact strategy
- Analyze operational processes and escalation procedures, identifying opportunities for improvement and value addition to the customer
- Develop and lead customer service department initiatives to enhance productivity and efficiency
- Oversee Return Materials Authorization (RMA) processes to ensure speedy and accurate returns, exchanges, service, and repairs
- Plan and deliver training programs for service engineers to optimize function operations
- Manage distributor engineers to meet customer requirements and company standards
- Health Systems
Technical Service Manager
Baxter Healthcare (Thailand)
07.2017 - 11.2017
- Implemented optimized customer care and Technical Service Centers management strategies
- Managed internal and external customer relationships, providing support and service excellence
- Collaborated with cross-functional teams (Sales & Marketing, HR, QA, RA, Finance) to achieve business objectives
- Contributed to sales, communication, and marketing meetings, enhancing customer satisfaction and operational processes
Service Delivery Manager
Philips (Thailand) Ltd.
6 2013 - 6 2017
- Company Overview: Health Systems
- Led customer service operations to ensure prompt resolution of customer concerns
- Developed and managed customer service programs, training needs assessments, and RMA processes to streamline service delivery
- Collaborated with service engineers to ensure high operational standards and customer satisfaction
- Health Systems
Field Service Engineer Team Leader
Philips (Thailand) Ltd.
02.2010 - 05.2013
- Company Overview: Cardio & Vascular Field Service
- Managed a team of field service engineers to meet customer requirements and company standards
- Conducted on-site installation, preventive maintenance, and corrective maintenance for cardio & vascular equipment
- Troubleshot and resolved complex technical issues and provided on-site consultancy to the service engineer team
- Supported Southeast Asia region with technical expertise as required
- Cardio & Vascular Field Service
Field Service Engineer
Philips (Thailand) Ltd.
01.2006 - 01.2010
- Company Overview: Cardio & Vascular Field Service
- Performed on-site installation, preventive maintenance, and corrective maintenance to ensure devices met manufacturer standards
- Collaborated with technical support to resolve complex issues
- Demonstrated basic operations of cardio & vascular equipment to customers post-installation
- Cardio & Vascular Field Service
Education
Bachelor's Degree - Electronic Engineering
King Mongkut’s Institute of Technology Ladkrabang
04.2001 -
Higher Vocational Deegree - Electronics
Rajamangala Institute of Technology Northeastern
04.2001 -
Skills
Service delivery
Owncar
True
Validdrivinglicense
True
Personal Information
- Date of Birth: 06/30/1982
- Nationality: Thai
Timeline
Service Delivery Manager
Philips (Thailand) Ltd.
12.2017 - Current
Technical Service Manager
Baxter Healthcare (Thailand)
07.2017 - 11.2017
Field Service Engineer Team Leader
Philips (Thailand) Ltd.
02.2010 - 05.2013
Field Service Engineer
Philips (Thailand) Ltd.
01.2006 - 01.2010
Bachelor's Degree - Electronic Engineering
King Mongkut’s Institute of Technology Ladkrabang
04.2001 -
Higher Vocational Deegree - Electronics
Rajamangala Institute of Technology Northeastern
04.2001 -
Service Delivery Manager
Philips (Thailand) Ltd.
6 2013 - 6 2017
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