Job Description

Job Title

Technical Customer Support Specialist (Remote)

Effective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips*. Employees may request a reasonable accommodation. *Montana employees are currently excluded from this requirement at this time. If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance. Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow. But it\xe2\x80\x99s not just what we do, it\xe2\x80\x99s who we are. We are 80,000, wonderfully unique individuals, with two things in common: An unwavering sense of purpose and a relentless determination to deliver on our customers\xe2\x80\x99 needs. It\xe2\x80\x99s what inspires us to create meaningful solutions \xe2\x80\x93 the kind that make a real difference \xe2\x80\x93 when it matters most. The world and our customers\xe2\x80\x99 needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That\xe2\x80\x99s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs. In this role, you have the opportunity to make life better and will establish and maintain customer-oriented, professional relationships with patients/caregivers, respiratory field trainers, and healthcare teams. Your responsibilities include effectively serving customer needs via phone and e-mail by troubleshooting product/device issues, coordinating product shipments, and implementing processes and procedures for new and existing product. You are responsible for

• Field incoming help requests from patients/clinics via telephone and e-mail, document all pertinent information in the company computer system, and perform post-resolution follow-ups if needed
• Coordinate repairs, exchanges, and loaner devices with customers and internal/external shipping locations
• Communicate with USPS and UPS to arrange pick-up of product and to remedy any shipment/ delivery obstacles
• Process and document all returns and ensure billing has ceased in a timely manner on returned product
• Troubleshoot device issues over the phone with customers and identify when a repair is needed
• Create, coordinate, and ship orders for both existing and new product lines including accessories
• Document, report, and escalate all customer complaints
• Provide feedback and suggestions for improving processes.

You are part of RespirTech Customer Support Team. To succeed in this role, you\xe2\x80\x99ll need a customer-first attitude and the following

• High school diploma, degree in higher discipline preferred
• 2+ years of technical customer support experience
• 2+ years proven experience in building and enhancing customer relationships
• Strong knowledge of Microsoft Office products: Outlook, Word and Excel
• Ability to problem solve both with our customers and internal staff to achieve successful outcomes for customers and the company
• Strong attentional to detail
• Self-motivated with the ability to produce quality results
• Demonstrated strong organizational, analytical, and decision-making skills
• Strong communications (written and verbal) skills
• Highly developed interpersonal skills and telephone skills are required
• Positive attitude and commitment to excellence.

In return, we offer you Sharpen your talents with new challenges in our dynamic organization. As a market-driven company, we\xe2\x80\x99re used to listening to our customers & apply the same thinking to our employees. We offer a competitive salary, outstanding benefits and flexibility in a career with a positive and supportive atmosphere in which to develop your talents further. Why should you join Philips? Working at Philips is more than a job. It\xe2\x80\x99s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you. Visit our careers website to explore what it\xe2\x80\x99s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions. No Sponsorship offered: "US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa." No Relocation: \xe2\x80\x9cCompany relocation benefits will not be provided for this position. Candidates need to live within the territory\xe2\x80\x9d #LI-Remote #LI-PH1 Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.