In this role, you have the opportunity to
Act as the key liaison between our subscribers and Philips Lifeline to perform troubleshooting and equipment replacement duties that are critical to the safety of our subscribers. The Equipment Assistance Specialist (EAS) operates in a customer service friendly environment that blends a technical understanding of our products, with a problem-solving mentality. This role is ideal for someone who has experience working in a customer service call center environment, comfortable with learning about new products and assisting our customers.
You are responsible for (but not limited to)
Working the assigned shift hours: Wednesday – Sunday, 9AM – 5:30PM (off on Mondays and Tuesdays). Must be able to work this specific shift to be considered; attendance strictly enforced.
Handling inbound and outbound technical support calls from subscribers, family members, and responders; transitioning in and out of calls while being resourceful.
Resolving troubleshooting issues, while minimizing the replacement of equipment (team goal is 0.05% per 100 service tickets).
Identifying equipment malfunction trends and escalating when necessary.
Adhering to equipment troubleshooting and replacement procedures for different business models.
Diffusing situations in a calm and professional way.
Navigating multiple applications simultaneously.
Maintaining motivation and organization, while being detailed oriented to ensure closure of maintenance issues in a timely manner.
You are part of
The Philips Aging and Caregiving (ACG) team, responsible for both operational and financial aspects of Philips Lifeline products. This team is part of the Global Business Services (GBS) North American hub in downtown Nashville, TN. Philips GBS Nashville hub has experienced significant growth in the Greater Nashville area since the original announcement of adding 800+ jobs in 2017. Philips is a global leader in health technology, and we are looking to build the team in Nashville with passionate, inspirational, collaborative, and diverse professionals empowering excellence around the world for Philips to achieve our mission to improve the lives of 3B people a year by 2030.
To succeed in this role, you should have the following skills and experience
High school diploma or GED required
1+ year of related customer service call center experience, preferably in technical support
Proficiency in oral and written communication skills (ability to speak a second language desired)
Ability to demonstrate excellent customer service etiquette
Ability to manage multiple priorities
Ability to navigate through a variety of computer applications simultaneously
Ability to respond positively to coaching and improvement feedback
In return, we offer you
The ability to collaborate with, learn and grow from colleagues in a highly complex, global organization where you can use your strengths to help drive strategic business initiatives for Philips. Additionally, we provide you a dynamic working environment in an innovative business, paired with a competitive salary, excellent benefits, and a supportive atmosphere where you can sharpen your talents with new challenges and career opportunities.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
Company relocation benefits will not be provided for this position. Candidates need to live within the territory or within commuting distance to Nashville, TN.
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