IGTS Remote Service Advocate

Job Title

Job Description

IGTS Remote Service Advocate

We have an exciting opportunity for a IGTS Remote Service Advocate to join our Customer Care Solution Center organization within Services and Solutions Delivery.  You will benefit from the team’s growing breadth and depth of healthcare products and services portfolio, and you will be challenged to drive our best-in-class reputation through top customer experience ratings. 

Your role:

• Focus on ensuring sustained connectivity in targeted IS systems across NA Market and assuming ownership of a connectivity-related event from initiation to completion
• Improve connectivity of remote devices via IPSEC/SSL VPN tunnels, DSS, etc.
• Support network infrastructure improvement projects and resolve basic network and technical application problems
• Utilization of strong communication skills with local service, customer IT, and other groups involved in the Philips Remote Services (PRS) escalation process
• Implementing best practices and process improvements while diagnosing problems, applying effective solutions and determining follow up actions
• Escalating unsolved problems to helpdesk organizations when needed; communicate progress to project manager and leadership
• Initiate, support and drive remote Connectivity performance improvement programs within the Market

You're the right fit:

• You’ve acquired 3+ years helpdesk/support and/or Customer Services/Customer Relations experience; good understanding of networking concepts (CCNA level preferred)
• High School Diploma/GED required. CCNA preferred; Bachelor’s degree preferred.
• Communication and relationship management skills taking into account cultural and language differences
• Ability to demonstrate good understanding of Microsoft Excel and work with large amounts of data; analytical and problem-solving skills; ability to collaborate and coordinate cross-functionally
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Field Service position.

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 role is a remote based opportunity in the United States.

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 hourly pay range for this position in AZ, AR, ID, IA, KS, KY, LA, ME, MS, MO, NE, NM, OK, SC, SD, TN, UT, or WV is $26.03 to $41.65, plus overtime eligible.  The actual base pay offered may vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. 

The hourly pay range for this position in AL, CO, FL, GA, HI, IL, IN, MI, MN, NV, NH, NC, ND, OH, OR, PA, TX, VT, VA, WI, or WY is $27.40 to $43.85, plus overtime eligible.  The actual base pay offered may vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. 

The hourly pay range for this position in AK, DE, MD, NY, RI, or WA is $28.77 to $46.04, plus overtime eligible.  The actual base pay offered may vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. 

The hourly pay range for this position in CA, CT, DC, MA, or NJ is $30.69 to $49.11, plus overtime eligible.  The actual base pay offered may vary 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.

For this position, you must reside within the United States of America.

#LI-PH1

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.