Product Support Specialist

Job Title

Job Description

Product Support Specialist – Murrysville, PA

As a Product Support Specialist, you will play a key role in delivering expert support to customers via phone, email, chat, and in-person interactions. You will assist with respiratory therapy and sleep diagnostic products, ensuring that customers receive accurate information and troubleshooting assistance.

• Provide expert product support to customers via multiple channels (phone, email, chat, and in-person).
• Offer troubleshooting assistance and resolve customer issues related to respiratory therapy and sleep diagnostic products.
• Ensure customers are educated on proper usage and maintenance of equipment.
• Collaborate with other teams to escalate complex issues and ensure timely resolution.
• Maintain thorough knowledge of product features, functions, and troubleshooting processes.
• Document customer interactions and solutions in the support database for future reference and continuous improvement.
• This position entails working in a standard call center environment which includes rotating shift requirements. The rotating shifts are daylight, 4p-12a, and 12a-8a.

You're the right fit if:

• 2+ years’ experience in a similar role or relevant clinical experience in a hospital and/or homecare clinical setting.
• A clinical understanding of mechanical ventilation and sleep therapy devices is preferred.  Practical knowledge of homecare ventilators is preferred; Practical knowledge of therapy report interpretation is preferred; Professional phone skills and Customer Service Skills are highly desired.
• You have an associates degree and you have an active RRT or CRT license
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

• A basic knowledge of Windows operating systems, including MS Office Suite, is highly desirable. 

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 Murrysville, PA is $27.00 to $43.00 an 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 Murrysville, PA.

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.