Philips Customer Care Center (CCC) Coordinator - Response Center Engineer in Cairo, Egypt
Responsible for customer call processing, screening and diagnosing professionally
Healthcare equipment to support customers and colleagues remotely with solving
technical issues and ensuring maximum customer satisfaction.
As a CCC Coordinator - Response Center Engineer r you will have the opportunity to process customer calls and be responsible for screening and diagnosing professionally Healthcare equipment to support customers and colleagues remotely with solving technical issues and ensuring maximum customer satisfaction
You are responsible for:
Diagnose healthcare equipment to the quality standards set by Philips Healthcare (PH) remotely by interviewing customers or colleagues by telephone or by remotely logging in to the system
Advice Customer Care Center Coordinators and District Operations Managers and / or Team Leads about the best follow-up w.r.t. technical state of the diagnosed healthcare equipment
Advice the Customer Care Center Coordinators or Field Services Engineers about required spare parts and resources
Take calls from customers and make sure they are processed in the CCC ERP on timely manner including all relevant data
Support Field Services Engineers in the field with technical knowledge
Escalate technical issues to the Technical Support Specialist
Escalate technical issues to Business Unit support after consultation of the Technical Support Specialist
Monitor critical functions of the equipment’s in the IB and environmental conditions including RSN and True reachability.
Lead the planning and implementation of FSN’s and FCO’s accelerating remote implementation where applicable.
Submit timely and accurate service data, job sheets, reports, expense claims, radiation film badges, field problem reports and other paperwork as assigned
Keep abreast of new technologies likely to affect PH range of products
Use company property with care to ensure optimal results with minimal operational costs
Be a professional representative for PH with respect to customer problems, ensuring personal acceptability by the customer in behavior in accordance with PH policy and targets
Conform to PH safety standards including health and safety regulations and in the event of hazards or accidents to take immediate control of the situation and involve the Operations Manager and / or the responsible person to handle properly confidential issues according Philips standards and to act according General Business Principals
Follow all quality standards within the frame of valid PH business policies
Follow the company quality regulations (ISO 9001; PQA; TQM) and internal directives and procedures You are a part of the dynamic North East Africa Customer Care Centre Team .You will be reporting to the Customer Care Center Manager To succeed in this role, you should have the following skills and experience :
Degree level education or equivalent
1 – 2 yrs experience in maintenance and troubleshooting of technical complex systems
Fluent in English, verbal and written in addition to local language
In return, we offer you the unique combination of a critical and challenging role and a creative and empowering office environment. You will be actively encouraged to make improvements, establish best in class service and have a direct impact on the success of Philips on a daily basis.
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 at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .