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3.3 | Andover, MA | Hospital & Health Care | 10000+ Employees
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Posted a month ago on Jan. 14, 2020

Customer Advocate , Alpharetta GA

Full-time in Alpharetta, GA
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Paid Time Off
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Ability to Telecommute
Wellness Initiatives
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Philips is a hospital & health care company headquartered in the Andover, MA area with 10000+ employees. Philips has a 3.3-star InHerSight Score, based on 1,117 ratings from 78 current or former employees. 23 employees have left comments about their experience working for the company on InHerSight.

Job Title

Customer Advocate , Alpharetta GA

Job Description

Customer Advocate - Imaging Systems (Alpharetta, GA)

Job Description

In this role, you have the opportunity to

We welcome you to join Philips Healthcare as an experienced Customer Advocate. The Customer Advocate team consists of regional escalation process managers who provide cross-functional leadership to ensure timely quality solutions for customer issues. The North America Customer Advocate team supports Philips healthcare imaging systems and patient monitoring businesses. 

You are responsible for

  • Internal cross functional “quarterback” for urgent product and service related issues at customer sites
  • Communication lead to senior management for urgent customer issues
  • Responsible for monitoring, supporting and enforcing the end to end escalation process in assigned geography
  • Drive activity while influencing cross functional teams to ensure targets are quickly and effectively achieved
  • Mobilize Philips global resources to resolve critical customer issues
  • Work closely with factory teams for assigned products to support resolution of issues impacting customers
  • Review and facilitate concession requests, ensuring adherence to policy
  • Support local Philips teams after technical resolution by coordinating activities related to customer experience
  • Lead escalation training and deployment for new tools and processes
  • Awareness of activities at our Top Customer Accounts monitoring including facilitating meetings and tracking issues 
  • Analyze data and provide reporting to drive awareness and timely case closure to all levels of leadership
  • Propose and complete continuous improvement projects related to customer experience and internal procedures

    You are a part of

    National Customer Advocates are assigned to geographic areas with a primary focus on product escalation management.  The team works with Service, Sales, and Production leadership to remove barriers and facilitate timely solutions for customer issues.

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

  • Bachelor’s degree
  • Minimum 5 years of experience working in a service, sales, technical or clinical healthcare role and/or leading teams of direct reports
  • Minimum 3 years of experience working cross functionally leading resolution of urgent customer issues that have been escalated internally
  • Experience designing and/or redesigning processes related to routing and resolving customer issues
  • High-energy driver mindset and approach to problem solving, decision making, and completing action items
  • Excellent verbal communication skills with extensive experience formally presenting to and influencing high level executives in a dynamic manner
  • Comfortable and tactful in escalating issues internally with demonstrated success working through roadblocks and solving problems of diverse scope utilizing analytical skills
  • Innovator with demonstrated success in project management and process improvement
  • Proven ability to develop close working relationships with external customers and diffuse tense situations
  • Attention to detail with an ability to multi-task and work in a fast-paced environment
  • Self-motivated and self-directed with a high level of engagement
  • Demonstrated business acumen to analyze data and drive change
  • Demonstrated experience leading effective meetings with senior leaders to reach consensus and achieve goals in complex situations
  • Excellent written communication skills with expert knowledge of Microsoft Word, Excel, and PowerPoint
  • High level of prior interaction with CRM and ERP platforms
  • Lean and/or Six Sigma certification preferred
  • Willing to flex hours depending on the time zones supporting
  • Prefer candidates with knowledge of medical imaging system products

    In return, we offer you

    This Customer Advocate role will give you the opportunity to take your career to the next level in a global organization that is backed by a stable 120 year legacy of innovation. Here, you’ll go as far and as wide as you aspire. We make sure of it through support of a formal development planning process, as well as countless opportunities to expand your knowledge and skill set through resources such as the Learning@Philips program, tuition reimbursement and/or mentor relationships

    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 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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