Technical Product Support Specialist

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 product.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.

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.

Create, coordinate, and ship orders for both existing and new product lines including accessories.

Document, report, and escalate all customer complaints.

Provide feedback and suggestions for improving processes.

You're the right fit if:

High school diploma, degree in higher discipline preferred.

2+ years of technical customer support experience

2+ years proven experience in building and enhancing customer relationships.

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.

Strong communications (written and verbal) skills.

Highly developed interpersonal skills and telephone skills are required.

Positive attitude and commitment to excellence.

You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

About PhilipsWe 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.

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Discover our rich and exciting history.

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Read more about our employee benefits.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.Additional InformationUS 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 .#LI-PH1It 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