Philips Customer Service Specialist - Indirect channels in Bogota, Colombia

Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking. Works on problems of moderate scope where the analysis of data requires a review of a variety of factors using Root Cause Analysis.

The development of the solution requires a multi-disciplinary approach and knowledge of basic principles, theories and concepts.

Formulates the solution for (technical) partial problems by combining previous experiences based upon technical analysis and (feasibility) studies.

May lead small projects, managing a small number of people. Typically requires a Bachelor’s degree and < 5 years of related experience.

In this role, you have the opportunity to

Be part of the Sleep & Respiratory Care team, in a Customer Service position. You will be responsible for the contact with our distributors in North-Latam, and you will be their point of contact. This position will cover the North-Latam region (Colombia, Panama, Ecuador), but will be based in Bogotá, Colombia.

You are responsible for

  • Serves as company liaison with our distributors on administrative and technical matters for assigned projects.

  • Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.

  • Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.

  • Ensure service information accessible by sorting and filing documents/forms

  • Maintains communication with design management and specialists in resolving technical problems and/or bringing problems to the design department’s attention.

  • Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.

  • Manage the kpi's of the department, and have monthly meetings with the involved parties to review the kpi's.

  • Coordinate service activities and escalations

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

  • At least a bachelors degree in industrial engineering or related field

  • A few years of experience in a customer focused position

  • Excellent communication skills in English and Spanish

  • Proven track record in stakeholder management

  • Well-organized

  • Advanced excel skills

  • Having worked with distributors/third parties is preferred

  • Experience in the medical devices industry is a big plus

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 at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . 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 at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .