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Philips Customer Service Support Officer in Rancho Cordova, California


We welcome you to join Philips Image Guided Therapy Devices (IGT-D) as a Customer Service Support Officer in our Rancho Cordova, CA location.

Philips is the leader in image-guided therapy, providing integrated solutions that advance minimally invasive procedures. We help healthcare providers to decide, guide, treat and confirm the right care in real time during the procedure to enable better outcomes for each patient and at population level.

In this role, you will provide telephone and remote support to internal and external customers for the Philips Image Guided Therapy Devices (IGTD) product line, delivering critical support to customers and our sales and service partners, multitasking between telephone and multiple software programs, with the soft-skills to deliver a caring, efficient and consistent customer experience.

You are responsible for

  • Responding to customer inquiries via hotline, emails, or other written forms in timely fashion

  • Establishing and maintaining cooperative working relationships with persons to facilitate service

  • Facilitating the return of product, and updating databases with status of returned materials issues

  • Records and reports the status of equipment returns, repairs, replacements, and delivery schedules

  • Ensuring service information is accessible by updating databases, and reviewing for accuracy

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

  • High school diploma or equivalent required; Associate’s degree or higher preferred

  • Proficient in Microsoft Office products including Outlook, Excel, Word, OneNote and OneDrive

  • Prior experience in a clinical phone support environment preferred

  • Prior experience with Lean Methodologies a plus

  • Highly focused on providing prompt and courteous support, enabling the highest possible customer experience

  • Excellent written and oral communication skills, taking into account cultural and language differences

  • Fluent in English, verbal and written, in addition to any local language

  • Highly responsible and able to make decisions independently with minimal direct supervision

  • Strong desire to troubleshoot issues and resolve problems is required

  • Capable of providing detailed documentation of case notes, product data and patient data in a timely, accurate and confidential manner

  • Capable of driving increased productivity through utilization of remote tools and optimized solution delivery

  • Enjoys working in a team environment that drives positive results and team participation

  • Proficient in Microsoft Office products including Outlook, Excel, Word, OneNote and OneDrive

  • Scheduled availability may include evening hours

  • Travel will be determined according to business requirements

In return, we offer you

We offer you the opportunity to grow within the organization and Philips – develop strong partnerships across Procurement, Head of Manufacturing, Q&R, Business Unit’s, and Group Functions on various projects and initiatives to drive our products to our customers and be a part of saving people’s lives every day.

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. Learn more by watching this video

Find out more info about Philips at

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.