Job Title

Job Description

Effective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips*. Employees may request a reasonable accommodation.

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.

• Montana employees are currently excluded from this requirement at this time.

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

The Product Support Representative has the primary responsibility within the call center for providing internal and external customer support for Philips Respironics compliance monitoring product line (Care Orchestrator) Beyond the primary call center job functions, this position will also provide customer support during new installations

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.

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

Company relocation benefits will not be provided for this position. Candidates need to live within the territory or within commuting distance to Murrysville, Pennsylvania.

You are responsible for

• Coordination of pre-install activities (scheduling installs, reviewing Pre-installation checklists, completing Pre-installation readiness checks with customers, etc.)
• Remote configuration of software according to customer specifications.
• Post install support within the product support call center.
• Research, record, and provide appropriate feedback and solutions to customers with regard to product complaints and events associated with the software application.
• Inform Product Managers on customer issues related to software utilization and software design.
• Must maintain technical expertise with both Respironics sleep therapy products and their usage as well as general networking and PC skills.

You are part of

This position performs in a standard call center environment which includes a scheduled shift rotation covering 8am-8pm Monday through Friday. Limited travel (5%) which could require the setup of equipment up to 25 lbs. Requires a demonstrated proficiency in use of standard office equipment – including computers.

To succeed in this role, you’ll need a customer-first attitude and the following

• Conflict Management, Timely Decision Making, Process and Time Management Skills.
• Market foresight, learning agility and teaming
• Ability to deal with multiple tasks and conflicting priorities
• An action/problem solving orientation including independent thought process and independent learning
• Maintain software and computer technical expertise
• Outstanding Interpersonal and communication skills
• Ability to work within a team environment
• Define with their manager goals for personal and professional development
• Take accountability to execute their personal development plan to grow within current role and to prepare for future roles
• A minimum of 3+ years of appropriate IT related customer service. Experience in the medical device industry highly desired.
• Professional phone skills and Customer Service Skills highly desired.
• Experience with use of software including Microsoft Office, Word, Excel and SAP required.
• Must possess a good understanding of computer functionality and experience with software/hardware troubleshooting. A demonstrated understanding of computer networks and database structure is also required to perform the role.
• Knowledge of Windows XP, Vista, 7, and 8 Operating systems required.
• Knowledge of Android and iOS mobile operating systems highly desired.
• Knowledge of SQL Server preferred.

In return, we offer you

The ability to collaborate with, learn and grow from colleagues in a highly complex, global organization where you can use your strengths to help drive strategic business initiatives for Philips. Additionally, we provide you a dynamic working environment in an innovative business, paired with a competitive salary, excellent benefits, and a supportive atmosphere where you can sharpen your talents with new challenges and career opportunities.

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.

Our newly adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home – for our hybrid roles.

Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:

• We believe in the importance of impactful collaboration: There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.
• We embrace flexibility: Choosing where, when, and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams, and our customers on a case-by-case basis.
• We want to be at our best: The way we work, and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

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

#LI-PH1

#IndeedCS

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.