Product Support Representative

Philips Murrysville , PA 15668

Posted 2 months ago

Job Title

Product Support Representative

Job Description

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it's not just what we do, it's who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers' needs. It's what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers' needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That's why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips' purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you'll be working towards creating a better and fairer future for all.

You are responsible for

  • Respond in a highly professional manner to incoming calls, emails and other social media requests for technical support in a timely fashion.

  • Identify and troubleshoot common software issues with the goal of increasing customer satisfaction.

  • Escalate complicated software and web based application questions to the Encore Support Specialists for resolution assistance when needed.

  • Escalate clinical questions to the Clinical Patient Support Specialist.

  • Log calls as required by current documented procedure, BPI's, and WI's.

  • Log all after hours voicemails, emails, and contacts as required by current documented procedures, BPI's, and WI's.

  • Provide coverage as specified and scheduled by management - follow current guidelines and directives on response time. Hours of operation are subject to change based on customer needs.

  • Performs a variety of other duties as assigned.

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


  • A.S. Degree or relevant training/background experience. Degree in technology or related field a plus.

  • 1-3 years of Customer Service Experience.

  • Knowledge of Philips Respironics medical and software equipment a plus.

  • Excellent verbal and written communication skills.

  • Ability to logically analyze and troubleshoot technical issues.

  • Functional knowledge of Windows XP, 7, and 8 products (Excel, Outlook, Word)

  • Ability to work in a fast paced and possibly stressful environment while maintaining professional demeanor.

  • Experience working in a multitasking environment.

  • Ability to work independently and within a team environment.

  • Must be able to understand/write/read and speak English language.

In return, we offer you

Describe in two to three lines what tangible and intangible benefits the incumbent will gain in this role. Use our Employer Value Proposition (EVP) themes and information gathered in the RSM as input sources.

How we work at Philips

There are three core ways that define our ways of working - embracing flexibility, being at our best, and impactful collaboration. We believe this enables us to deliver an outstanding experience to our customers and create the best place to work for people who share our passion.

We know just how important direct interactions are and work is more engaging when we are more frequently face-to-face, and that we experience better collaboration which drives innovation. While we have many different types of roles across Philips most require a combination of in-person collaboration with colleagues and partners, usually at a Philips location, and individual focus time, which can be done remotely.

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 innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it's like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some 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 race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person's relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

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.

Equal Employment and Opportunity Employer/Disabled/Veteran




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Product Support Representative