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Philips Product Support Representative in Pittsburgh, Pennsylvania


In this role, you will have the opportunity to

Have primary responsibility within the call center for providing internal and external customer Product Support for Philips Respironics compliance monitoring product line (Encore.) Beyond the primary call center job functions, this position will also provide customer support during new Encore installations.

Current shift rotation Monday thru Friday day and evening shift. Later shift do have the ability to work from home.

You are responsible for

  • Coordination of pre-install activities (scheduling installs, reviewing Pre-installation checklists, completing Pre-installation readiness checks with customers, etc.)

  • Remote configuration of software according to customer specifications.

  • Post install support within the product support call center.

  • Assist customers with maximizing the utility of Encore software by appropriately configuring the software and training end-users to meet individual customer needs.

  • Work closely with the software engineering team to resolve escalated customer issues and to determine requirements for future releases, as well as assist with testing future releases prior to launch.

  • Research, record, and provide appropriate feedback and solutions to customers with regard to product complaints and events associated with the software application.

  • Inform Product Managers on customer issues related to software utilization and software design.

  • Must maintain technical expertise with both Respironics sleep therapy products and their usage as well as general networking and PC skills. You are a part of Philips Respironics, which is the worldwide leader at anticipating, needs and providing valued solutions to the sleep and respiratory markets. The company's focus on home care, hospital, respiratory drug delivery and international markets provide programs that manage sleep disordered breathing, chronic obstructive pulmonary disease, asthma, infant care, congestive heart failure and restrictive lung disorders. Globally positioned, RI has manufacturing facilities in several domestic and international locations. To succeed in this role, you should have the following skills and experience

  • Minimum of an Associate’s degree in Computer Science or I.T. Bachelor’s degree preferred.

  • Relevant I.T. certifications such as Microsoft Certified Professional (MCP) or Network+ preferred.

  • 3+ years of appropriate, IT related customer service.

  • Experience in the medical device industry highly desired.

  • Professional phone skills and Customer Service Skills highly desired.

  • Experience with use of software including Microsoft Office, Word, Excel and SAP required.

  • Must possess a good understanding of computer functionality and experience with software/hardware troubleshooting. A demonstrated understanding of computer networks and database structure is also required to perform the role.

  • Knowledge of Windows XP, Vista, 7, and 8 Operating systems required. 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 . 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 on our career website, where you can read stories from our employee blog at . Once there, you can also learn about our recruitment process at , or find answers to some of the frequently asked questions at . _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.