Technical Product Support Specialist (Plymouth, MN)

Philips•Plymouth, MN

9d•$29 - $46•Onsite

About The Position

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.

Requirements

2+ years of technical customer service experience
2+ years of 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.
High school diploma
Strong written and verbal communication skills.
Highly developed interpersonal skills and telephone skills are required.
A positive attitude and commitment to excellence.
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.
Must reside in or within commuting distance to Plymouth, MN.

Nice To Haves

Experience with SAP
Degree in higher discipline preferred.

Responsibilities

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.