Technical Product Support Specialist (Plymouth, MN)

Technical Product Support Specialist (Plymouth, MN)

As the Technical Product Support Specialist for the RespirTech Customer Support Team you will establish and maintain customer-oriented, professional relationships with patients/caregivers, respiratory field trainers, and healthcare teams. Your responsibilities include effectively serving customer needs via phone and e-mail by troubleshooting product/device issues, coordinating product shipments, and implementing processes and procedures for new and existing products.

Your role:

• Field incoming help requests from patients/clinics via telephone and e-mail, document all pertinent information in the company computer system, and perform post-resolution follow-ups if needed.
• Coordinate repairs, exchanges, and loaner devices with customers and internal/external shipping locations.
• Create, coordinate, and ship orders for both existing and new product lines including accessories. Communicate with USPS and UPS to arrange pick-up of product and to remedy any shipment/ delivery obstacles.
• Process and document all returns and ensure billing has ceased in a timely manner on returned product.
• Troubleshoot device issues over the phone with customers and identify when a repair is needed.
• Document, report, and escalate all customer complaints.

You're the right fit if:

• You’ve acquired 2+ years of technical customer service experience, and 2+ years of proven experience in building and enhancing customer relationships.
• Your skills include:
  • Strong knowledge of Microsoft Office products: Outlook, Word, and Excel
  • Ability to problem solve both with our customers and internal staff to achieve successful outcomes for customers and the company.
  • Strong attentional to detail
  • Self-motivated with the ability to produce quality results.
  • Demonstrated strong organizational, analytical, and decision-making skills.
  • Experience with SAP, nice to have.
• You have a High school diploma, degree in higher discipline preferred.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• You have strong written and verbal communication skills. Highly developed interpersonal skills and telephone skills are required. You have a positive attitude and commitment to excellence.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is an office role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Philips Transparency Details

The pay range for this position in MN is $29.00-$46.00 per hour.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.   

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position.  For this position, you must reside in or within commuting distance to Plymouth, MN.