Philips Customer Support Technician in Alpharetta, Georgia

We welcome you to join our Patient Care Monitoring Solutions (PCMS) support team. You will combine your customer interaction skills and product training to assist consumers and healthcare customers with Philips Automated External Defibrillator (AED) products.

Your Responsibilities

Acting as a Customer Support Technician, the aim of your job is to handle incoming calls for level 1 support to external healthcare customers and consumers. Performing primarily routine troubleshooting work, carried out on the basis of clear working instructions.

You will be responsible for:

  • Acting as a Philips Representative in response to customer inquiries and diagnose the customer need.

  • Process warranty returns, exchanges and replacements while creating customer records of the support you provide.

  • Resolve customer service events by leveraging Philips tools and resources as needed.

  • Timely escalation of customer product issues for evaluation and action by higher level support.

  • Utilization of appropriate support documentation to resolve issues or elevate to next applicable resource if not resolved.

  • Implementing best practices and process improvements while diagnosing problems, applying effective solutions, and determining follow up actions.

Your Profile

  • 2 year/ Associates Degree or equivalent is required.

  • Customer support experience required.

  • Prior experience troubleshooting or servicing electronic or healthcare equipment is a plus.

  • Problem solving skills and resourcefulness.

  • Effective written, verbal, and interpersonal communication skills required.

  • Able to identify product malfunctions or failures, apply effective solutions and determine follow up actions with minimum direction.

  • Good prioritization, time management, and organizational skills.

  • Ability to utilize MS office and other CRM products and applications, such as SAP and Salesforce.

  • Ability to type and accurately document customer service records.

  • Demonstrate schedule flexibility.

  • Passionate in delivering the best customer experience possible.

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

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.