Job Description

### Job Title


Complaint Handling Operations Expert###

Job Title : Complaint Handling Operations Expert

In this role, you have the opportunity to


Join global complaint handling team as Complaint Handling Operations Expert & work with a variety of diverse persons within the organization such as Engineers, Scientists, Clinical Specialists, Field Service & Application Engineers, and Manufacturing personnel to facilitate the complaint investigation.

You are responsible for


Under limited supervision, in a supervisory capacity, and in accordance with applicable Philips procedures and guidelines, this position will be responsible for performing the following task:

• 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.
• Communicate with customers, call center reps, FSEs to gather more data on complaints as needed. Coordinates questions and escalations between the trusted partner and the Shared Service and the Shared Service and the Business.
• Responds to Complaint Evaluator and Complaint Investigator queries and provides guidance on product or process related concerns.
• 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.
• Monitoring quality, KPI and working consistently to make it green with no compromise in the quality.
• Support training needs and qualification of new staff
• Support in handling or managing CAPA, as required.
• Evaluating & Investigating customer feedback, service records, and other sources of customer and internal for possible complaint.
• Lead and influence people for high performance, engagement, productivity, and high quality
• Evaluating incoming data & determining if it is sufficient to understand the nature of the complaint.
• Communicating with complainant as needed to follow-up on and resolve complaint, follow-up with end user/customer via complaint submitter as & when required.
• Understand complexities of multiple communication channels and manage stakeholders' expectations.
• Identify improvement opportunities and ensure good and effective solutions implemented.
• Monitors team performance provides additional support to the Sr. Manager of Complaint Handling in requested activities.

You are a part of

• Global complaint handling operations team

To succeed in this role, you should have the following skills and experience.

• Bachelor's degree in bio medical, engineering, related technical degree with 8-12 years of experience; OR bachelor's degree with 5+ years of experience in a medical device or regulated industry.
• 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.
• Project management skills in managing multiple tasks at same time.
• Possess good leadership qualities to inspire and influence the team to attain goals.

Personal Characteristics:

• Effective interpersonal, Communications & Excellent analytical skills
• Self-starter, quick learner, ability to work independently, disciplined, and meticulous in work activities.
• Effective networking skills, detail oriented, ability to multitask through planning/organizing.
• Demonstrate Philips behaviors consistently.
• Excellent verbal, presentation, and written communication skills

How we work at Philips

Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart - which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home - for our hybrid roles.

Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.


Our hybrid working model is defined in 3 ways:

•We believe in the importance of impactful collaboration:• There's a certain energy when everyone's in the same room that can heighten idea generation and creative friction needed for problem-solving.

•We embrace flexibility:• Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn't office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.

•We want to be at our best:• The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

Why should you join Philips?

Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.