Masimo Consumer

Work with the knowledge management team to surface knowledge, close gaps and with business systems to capitalize on opportunities for optimization and automation.. High empathy to see the world through the customer eyes and act as an advocate for the customer.. One of the world’s largest portfolio audio companies, Masimo Consumer Audio is home to eight legendary audio brands: Bowers & Wilkins®, Denon®, Polk Audio®, Marantz®, Definitive Technology®,Classé®, and Boston Acoustics®.. We are proud to provide premium audio/video experiences to both commercial and consumer markets and, we're experiencing healthy. Our growing portfolio of premium audio and video products and the new consumer health line delivers the best in design, technology, innovation and performance to a variety of customers who seek to enrich the moment with pure sound and vision.

subject matter expert

Position summary / Main purpose of the role: As Subject Matter Expert, you are central to the customer relations function and service delivery. Your role is to be the internal authority for a Masimo Consumer product(s), technology, or segment. You will work closely within the CX team to develop content, training, and solve complex customer escalations. You will work in conjunction with the analytics team to deliver voice of the customer insight and constantly look for opportunities to empower the team, improve service delivery and overall customer experience. Essential Responsibilities: <ul><li> Demonstrate a comprehensive knowledge of products and services and their competitive advantage through continued self-development and engagement with the brand and product teams.</li><li> Be fully informed of new product introductions and product lifecycles and promotions.</li><li> Work with brand colleagues to direct and develop customer support content for new products and persistent issues.</li><li> Create knowledge articles, standard text and training material to improve areas of opportunities and empower the frontline support team</li><li> Work with the knowledge management team to surface knowledge, close gaps and with business systems to capitalize on opportunities for optimization and automation.</li><li> Partner with the knowledge management team to ensure that knowledge remains current and effective.</li><li> Engage with Quality & Training to optimize service delivery and customer outcomes.</li><li> Coach the customer relations team on product knowledge and troubleshooting.</li><li> Reenforce proper incident management procedures.</li><li> Answer escalated questions and provide issue resolution from existing and prospective customers of new and previously purchased products.</li><li> Maintain the highest level of customer satisfaction, self service and first contact resolution.</li><li> Attend call listening sessions and QA calibrations to provide authoritative guidance.</li><li> Add color to data analytics and participate in monthly updates to the brand team.</li><li> Collect feedback on system issues and document reproducible issues for the Product and Engineering teams, to aid speed to resolution.</li><li> Help with department projects and initiatives to further enhance the organization.</li><li> Support product launch events as required.</li><li> Constantly learn, expand and share your knowledge. </li></ul>Required Qualifications And Experience Experience & Abilities <ul><li> 3 years+ experience in a similar technical role or customer relations role</li><li> Strong understanding of the call center environment and the role knowledge plays in driving the improvement agenda and overall customer experience</li><li> Ability to deliver information and instruction with great clarity</li><li> Capability to travel up to 10% of the year as the business requires </li></ul>Skills <ul><li> Excellent verbal and written communication skills, build narratives from data and present improvement recommendations to influence positive change.</li><li> High empathy to see the world through the customer eyes and act as an advocate for the customer.</li><li> Strong work ethic, able to handle multiple simultaneous projects in an ambiguous environment.</li><li> Enjoys being an independent contributor and managing their own workload.</li><li> Agile and organized; tenacious about getting the detail right.</li><li> Must thrive in a fast-paced environment that requires multitasking and prioritizing responsibilities. Must demonstrate a methodical approach to work. </li></ul>Desired Knowledge & Traits <ul><li> Exposure to Oracle Service Cloud or equivalent</li><li> A low ego, high talent ratio. </li></ul>Anticipated Salary: $62,000.00 - $93,000.00. Exact compensation may vary based on skills, experience, and location. About Us Masimo Consumer is a newly formed division within Masimo, the most innovative remote patient monitoring company in the world. This division oversees the consumer audio business (formerly called Sound United) and Masimo's expansion into consumer health. Masimo Consumer strives to improve lives through consumer centric innovations. One of the world’s largest portfolio audio companies, Masimo Consumer Audio is home to eight legendary audio brands: Bowers & Wilkins®, Denon®, Polk Audio®, Marantz®, Definitive Technology®,Classé®, and Boston Acoustics®. Each brand boasts its own philosophy and unique approach to bringing sound and home entertainment to life. With over 300 years of innovative audio and home solution expertise, Masimo Consumer Audio improves lives by creating distinct and immersive listening experiences for a wide range of consumers in more than 130 countries. To learn more about Masimo Consumer Audio and its brands, visit www.masimo.com. Why Masimo Consumer: We employ more than 1,800 associates in 18 countries, empowering us to take our brands to new heights. Masimo Consumer has a global face and a sales presence in over 130 countries with manufacturing, supply chains, distribution channels and associates in the United States, Europe, Japan, China, and other parts of Asia. High visibility, broad impact. This is a high growth, changing environment, and you will have the opportunity to really make an impact on our systems and processes and how we enhance them. In addition to being exposed to new projects and learning new skills, this role also positions you to interact with a variety of departments, teams and leadership groups on a global basis. Great time to join. We are proud to provide premium audio/video experiences to both commercial and consumer markets and, we're experiencing healthy growth. When you've proved yourself a star and are ready for the next career step, the opportunities will be there. Cultural experience. You will have regular exposure to many cultures. We're in over 130 countries, so you're not just focused on one culture, but will enjoy working with many. Building on success. Our growing portfolio of premium audio and video products and the new consumer health line delivers the best in design, technology, innovation and performance to a variety of customers who seek to enrich the moment with pure sound and vision. Our well-respected products continuously win industry awards and accolades. We are investing in growth and expanding our product lines, distribution channels and markets, and our teams, making this an exciting time to be part of Masimo Consumer. Excellent compensation, benefits and work environment. In addition to a competitive salary, attractive incentive program, we offer a collaborative work environment and professional development opportunities. Join MASIMO CONSUMER and let’s build an even greater company together

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