Customer Service and Parts Administrator – Medical Device (Bedford, MA) at Philips in Bedford, Massachusetts, United States

Job description

• Serve as the first point of contact for HyperVue service requests and coordinate service parts operations, combining customer-facing triage with parts administration for a growing interventional cardiology imaging product line.

Responsibilities

• Triage and manage inbound HyperVue service requests by serving as the first point of contact for customers. This includes assessing and classifying incoming inquiries such as technical support issues, product complaints, parts requests, installation questions, and general service needs, then directing each case to the appropriate support team for timely resolution. Establish a clear and effective intake and routing process, you will help ensure cases reach the right team on first contact, improving response times, operational efficiency, and the overall customer experience.
• Coordinate service parts operations; execute parts orders, track shipments, manage parts receipts and returns, maintain inventory accuracy, and support field service engineers with parts dispatch for corrective, preventive, and installation service events.
• Interface directly with the Bedford manufacturing site, which currently performs all HyperVue service-parts activities, and with the Philips Service Parts and Solutions organization as the parts supply chain matures.
• Support installed-base accuracy by updating service records, confirming asset data during customer interactions, and ensuring that work-order documentation is complete. Escalate master-data discrepancies or process issues to service operations rather than owning their resolution.

Requirements

• You have acquired 2+ years of experience in customer service, service parts coordination, order management, or service administration in a medical device, healthcare technology, or comparable regulated environment.
• Your skills include customer-facing communication and service triage, parts ordering and shipment tracking, attention to data accuracy across service records and inventory systems, and the ability to work across multiple stakeholders including field engineers, manufacturing, supply chain, and customers.
• You have an Associate's degree or equivalent experience. Familiarity with SAP, ServiceMax, or comparable service management and parts systems is preferred.
• You are responsive, organized, and comfortable being the first voice a customer hears when something is wrong with their system. You can manage competing priorities between incoming service requests and parts coordination without losing track of either.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

Skills

Required

• Parts ordering and shipment tracking

Benefits

• The pay range for this position in MA is $73,000 - $115,000.
• The actual base pay offered may vary within the posted ranges 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.