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In this role, you have the opportunity to:

To serve as the team’s primary escalation liaison with: Quality, Marketing, Engineering, Manufacturing and Supply Chain. To work cross-functionally across the entire organization (Marketing, Engineering, Manufacturing, Supply Chain, Quality, Sales and Customer Service) providing ongoing support, identifying supportability requirements, and influencing design and manufacture for serviceability. This includes support planning, training program development, and delivery.

You are responsible for:

• Maximize customer satisfaction through product reliability and performance data monitoring.

• Drive continuous improvement of products, service and support strategies.

• Create and implement Customer Services Product Plans and support strategies for assigned products.

• Identify and advocate for serviceability and support requirements throughout the product life cycle.

• Develop timely, effective and well-communicated Customer Service Product Plans to insure field readiness at product release and to reflect servicing needs over the complete product life cycle.

• Develop and deliver initial service training for worldwide field service and customer solution/support center personnel.

• Develop and distribute timely information to service personnel on product changes or serviceability implementation. Create and release field communications such as Field Change Orders and Service Bulletins.

• Support the development of other technical documentation.

• Manage escalated technical product issues to identify root cause and determine appropriate solutions and when appropriate engages cross-functional/cross-product teams to investigate and resolve issues. When technical issues are escalated, works directly with customers to resolve product problems.

• Evaluate repair, complaint and call information and provide feedback to Engineering and Manufacturing for corrective action or further investigation.

• Assist with field investigations (approximately 20% travel)

• Lead and drive business teams to implement supportability improvements.

• Develop timely and effective Customer Service Discontinuance Product Plans to insure field and customers are properly prepared to manage the end of life phase of the product life cycle.

You are a part of: Emergency Care and Resuscitation

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

• BA/BS in Quality Assurance, Electrical Engineering or Information Technology preferred, or minimum of 5 years equivalent education and technical experience.

• Microsoft Certified Professional (MCP) and Cisco Certified Network Associate (CCNA) Part 1 & 2.

• Passionate in delivering the best Customer Experience possible.

• Excellent interpersonal, written and verbal communication skills.

• Must have experience in a customer -facing role with demonstrated ability to meet internal and external customer requirements.

• Good organizational skills and the ability to work effectively as part of a team in a busy interrupt driven environment.

• Must be proficient with computers and office tools, experience with network infrastructure and configuration highly desired.

• Experience working with an FDA regulated medical device and associated regulatory processes is highly desired.

• Broad technical knowledge of resuscitation products and related clinical applications desired.

In return, we offer you:

The opportunity to serve in a critical, customer-centric role, where you can make a positive impact on a daily basis.  

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 . 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 on our career website, where you can read stories from our employee blog . Once there, you can also learn about our recruitment process , or find answers to some of the 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 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.

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