Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Do

Support process by managing transactions as per required quality standards

Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner

Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue

Update own availability in the RAVE system to ensure productivity of the process

Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions

Follow standard processes and procedures to resolve all client queries

Resolve client queries as per the SLA's defined in the contract

Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients

Identify and learn appropriate product details to facilitate better client interaction and troubleshooting

Document and analyze call logs to spot most occurring trends to prevent future problems

Maintain and update self-help documents for customers to speed up resolution time

Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

Ensure all product information and disclosures are given to clients before and after the call/email requests

Avoids legal challenges by complying with service agreements

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Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

Assist clients with navigating around product menus and facilitate better understanding of product features

Troubleshoot all client queries in a user-friendly, courteous and professional manner

Maintain logs and records of all customer queries as per the standard procedures and guidelines

Accurately process and record all incoming call and email using the designated tracking software

Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business

Organize ideas and effectively communicate oral messages appropriate to listeners and situations

Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

Undertake product trainings to stay current with product features, changes and updates

Enroll in product specific and any other trainings per client requirements/recommendations

Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client

Update job knowledge by participating in self learning opportunities and maintaining personal networks

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Team Leaders

Performance review

HR

Hiring and employee engagement and retention

Training Team

Capability development

Technical Lead

Training, issue escalation/ resolution

External

Client

Query Resolution

Display

Lists the competencies required to perform this role effectively:

Functional Competencies/ Skill
- Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioral Competencies
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication

Deliver

No.

Performance Parameter

Measure

1.

Process

No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

2.

Self- Management

Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Owns the complaint handling process including

Complaint evaluation including adverse event reporting decisions, coding, follow up for additional information and closure of records
Initiating Good Faith Effort (GFE) and Follow-ups for additional information and product returns
Assessment of Complaints (events) for proposed MDR reportability and submits assessment to client and/or submits directly to the regulatory authority

Owns the complaint investigation activities including:

Assessment of the accuracy of the hazard code assigned to the record
Run the decision tree based on the information available in the complaint record
Reportability assessment
Complete good faith effort for missing information (NR)
Failure code assignments (NR)
Risk Level Assignment( NR)
Complaint Review and Closure

Assesses cases to determine if event meets Philips' complaint criteria and escalates to Philips is required
Performs reviews and assessments of complaints processed by peers as part of cross utilization approach
Responsible for contacting SME's, QAs, Team Lead as needed to obtain complaint closure
Responsible in timely escalation of significant events to the Team Lead
Keeps oneself updated, aware of, and compliant to all Company and Customer policies and procedures which include Information Security Management Systems
Keeps all company information which includes customer information confidential and secured

Registered Nurse with License wit h minimum 0 - 1 years of experience
Registered Nurse with License with 1+ years of experience in a medica l device or regulated industry preferred

Has basic understanding of CAPA, as well as global medical device regulations, requirements, and standards such as 21 CFR Parts 803, 806, and 820, ISO13485, and ISO9001
Able to write effective Medical and Technical narratives regarding the complaints
Able to create Customer Letters, if required
Must have good computer skills, effective keyboarding skills
Must have excellent telephonic and listening skills
Able to think critically to determine the type of questions which need to be asked to gather necessary information
Good problem solving and analytical skills
Good customer service skills

Associate

Associate

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