Role Purpose

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

　　Do

　　Support process by managing transactions as per requiredquality standards Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue Update own availability in the RAVE system to ensureproductivity 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 clientqueries Resolve client queries as per the SLA's defined in thecontract Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting Document and analyze call logs to spot most occurring trends toprevent future problems Maintain and update self-help documents for customers to speedup resolution time Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution Ensure all product information and disclosures are given toclients before and after the call/email requests Avoids legal challenges by complying with service agreements

　　Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus andfacilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteousand professional manner Maintain logs and records of all customer queries as per thestandard procedures and guidelines Accurately process and record all incoming call and email usingthe designated tracking software Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers' and clients' business Organize ideas and effectively communicate oral messagesappropriate to listeners and situations Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs

　　Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client Undertake product trainings to stay current with productfeatures, changes and updates Enroll in product specific and any other trainings per clientrequirements/recommendations Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client Update job knowledge by participating in self learningopportunities 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/ SkillProcess Knowledge - Knowledge of assigned process, tools andsystems - Foundation to Competent

　　Competency Levels

　　Foundation

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

　　Competent

　　Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.

　　Expert

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

　　Master

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

　　Behavioral Competencies Collaborative workingProblem solving and decision makingAttention to DetailExecution ExcellenceClient (Internal) CentricityEffective Communication

　　Deliver

　　No.

　　Performance Parameter

　　Measure

　　1.

　　Process

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

　　2.

　　Self- Management

　　Productivity, efficiency, absenteeism, Training Hours, No oftechnical 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