General Support Activities
Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs
Work through resolution of technical service issues according to standard processes and procedures and specialized understanding of
complex product issues
Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation
Log all service data required for tracking (Salesforce.com)
Maintain a high level of technical competence on Philips solutions and related technologies
Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction
Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support
Order Entry Related:
Process Install, Replacements, Deinstall and Accessory Orders for both Logistics and Non Logistics Customers
Receive / Communicate Order Status Updates, with input from our Philips Partners to Customers
Follow-up on Pending (Open) Orders
Provide support for customers using Logistics and Installation services
Manage device deliveries and retrievals
Manage scheduling of installer resources
Assign and Unassign devices from patients (Logistics Customers Only) and organizations within the Clinical application.
Provide Daily Shipment Reports to Customers.
Experience: 2-5 years of experience in position or specialization. Education: High-school/Associates or equivalent experience if applicable. Certification if applicable. Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires. First point of customer contact for general inquiries like pricing, products, scheduling etc. Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty.