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Customer Advocate

Company: Philips
Location: Alpharetta
Posted on: January 8, 2022

Job Description:

Job TitleCustomer AdvocateJob DescriptionEffective 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 with a sincerely held religious belief and/or disability impacting their ability to obtain the COVID vaccine can 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.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 betterWe 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: Working as an internal cross functional "quarterback" for urgent product and service related issues at customer sitesLeading communication to senior management for urgent customer issuesMonitoring, supporting and enforcing the end to end escalation process in assigned geographyDriving activity while influencing cross functional teams to ensure targets are quickly and effectively achievedMobilizing Philips global resources to resolve critical customer issuesWorking closely with factory teams for assigned products to support resolution of issues impacting customersReviewing and facilitating concession requests, ensuring adherence to policySupporting local Philips teams after technical resolution by coordinating activities related to customer experienceLeading escalation training and deployment for new tools and processesAwareness of activities at our Top Customer Accounts monitoring including facilitating meetings and tracking issuesAnalyzing data and providing reporting to drive awareness and timely case closure to all levels of leadershipProposing and completing continuous improvement projects related to customer experience and internal proceduresOther duties as required and/or assignedYou are part ofNational 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'll need a customer-first attitude and the followingBachelors degree5+ years of experience working in a service, sales, technical or clinical healthcare role and/or leading teams of direct reports3+ years of experience working cross functionally leading resolution of urgent customer issues that have been escalated internallyExperience designing and/or redesigning processes related to routing and resolving customer issuesHigh-energy driver mindset and approach to problem solving, decision making, and completing action itemsExcellent verbal communication skills with extensive experience formally presenting to and influencing high level executives in a dynamic mannerComfortable and tactful in escalating issues internally with demonstrated success working through roadblocks and solving problems of diverse scope utilizing analytical skillsInnovator with demonstrated success in project management and process improvementProven ability to develop close working relationships with external customers and diffuse tense situationsAttention to detail with an ability to multi-task and work in a fast-paced environmentSelf-motivated and self-directed with a high level of engagementDemonstrated business acumen to analyze data and drive changeDemonstrated experience leading effective meetings with senior leaders to reach consensus and achieve goals in complex situationsExcellent written communication skills with expert knowledge of Microsoft Word, Excel, and PowerPointPrevious experience with CRM and ERP platforms preferredLean and/or Six Sigma certification preferredKnowledge of medical imaging system products preferredIn return, we offer youAt Philips, we are driven by our mission to improve the lives of 2 billion people per year by 2025, and every day we move closer to achieving our goal by creating cutting-edge solutions that lead to confident diagnosis, improved care, and increased quality of life for patients. If you are interested in driving action to improve patients' lives so they get home healthier and faster and stay there longer, then this position is poised to help you achieve that goal.US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa. Our benefits can be found here: https://www.careers.philips.com/na/en/total-rewards-at-philips . How we work at PhilipsOur newly adopted hybrid work concept fuses flexibility withcollaboration to deliver great outcomes for our people andour customers.We areembracing an approach wherein wespend more time together than apart - which for full-timeemployees translates to an average of at least 3 daysworking from the office and up to 2 days from home - forour hybrid roles.Hybrid work flexibility means people can meet the changingdemands 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 ofimpactful collaboration:There's a certain energy when everyone's in the same roomthat can heighten idea generation and creative frictionneeded for problem-solving.Weembrace flexibility: Choosing where, when, and how towork can vary according to task and team schedules.Flexibilityisn'toffice or online, it means choosing the spacethat works best for you, your teams, and our customers on acase-by-case basis.We want tobe at our best: The way wework,and ourworkspaces are designed to support our well-being, offercareer advancement opportunities, and enable us to be atour 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#IndeedCSContactIf you forgot your password, you can click theForgot Passwordbutton on the Sign In screen to reset it.

Keywords: Philips, Alpharetta , Customer Advocate, Other , Alpharetta, Georgia

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