Complaint Handling Operations Expert

Job Title

Job Description

Work with a variety of diverse persons at Philips such as Engineers, Scientist, Post Market Surveillance Clinical Experts, Field Services & Application Engineers and Manufacturing personnel to facilitate the complaint-handling process globally.

Your role:

• Evaluate incoming data and determine if it is sufficient to understand the nature of the complaint to assist with evaluation and investigation escalation. Acts as a liaison between Philips Shared Service, Trusted Partner and Business/Market stakeholders.

• Provides ongoing feedback on the quality of the complaint handling process being performed by the Complaint Evaluator and Complaint Investigator.

• Assists with reviewing complaints to determine when escalations that relate to the initial assessment of complaint coding, product inquiries and potential reportability decision making are required.

• Monitors team performance and provides additional support to the Sr. Manager of Complaint Handling in requested activities.

You're the right fit if:

• You’ve acquired 5+ years of experience in complaint handling, medical device or regulated industry.

• Your skills include a working knowledge of appropriate global medical device regulations, requirements, and standards, such as 21 CFR Parts 803, 806, and 820, ISO13485, ISO14971, European Medical Device Directive (93/42/EEC), Canadian Medical Devices Regulation (SOR/98-282), Japanese MHLW Ordinance 169, and ISO 9001.

• You have a bachelor’s degree in any field.

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

• You’re a detail-oriented professional who enjoys working in a cross-functional capacity as well as individually.

How we work together

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 is an office role.

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 pay range for this position in California, Massachusetts and Washington is $97,440 to $155,904

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. 

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.

Company relocation benefits will not be provided for this position.  For this position, you must reside in or within commuting distance to Bothell, WA., Cambridge, MA., or San Diego, CA. USA

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.