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Job Information

Philips Customer Support Technician in Alpharetta, Georgia


Full-time – Customer Support Technician – Alpharetta, GA – 2020

Are you interested in a full-time opportunity with Philips? We welcome individuals who have recently completed an Undergraduate (BS) degree to apply to the Customer Support Technician position based out of our Alpharetta, Georgia site. Through this role, you will gain meaningful, hands-on experience working for a HealthTech company.

In this role, you have the opportunity to

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.

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.

  • Direct telephone contacts or written inquiries to appropriate personnel. Answer non-technical questions regarding company products.

  • Maintain log of incoming "hotline" contacts. Performs, as a skilled worker, non-repetitive Contact Center tasks, and decides on the method and sequence of work.

  • Information on assignments is not always complete and leaves some scope for own interpretation;

  • Makes own choice of approach and chooses from known solutions and based upon own professional knowledge, HOW to best carry out the assignment.

  • The existing procedures give direction on critical points and indicate a processing sequence. Duration of assignments vary from a few days to a week.

  • Operate relatively autonomously within procedures, methods and techniques. Complete work with some degree of supervision.

You are 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.

To succeed in this role, you should have the following skills and experience

  • Bachelor’s degree 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.

In return, we offer you

Sharpen your talents with new challenges in our dynamic organization. As a market-driven company, we’re 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’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog . Once there, you can also learn about our recruitment process , or find answers to some of the frequently asked questions .

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.

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.