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Job Information

Philips Complaint Specialist 2 in Alajuela, Costa Rica


In this role, you have the opportunity to

The Complaints Specialist (CS) performs investigations on Philips-Volcano returned product to address complaints and/or allegations of customer dissatisfaction. The CS will perform product analysis within the Failure Analysis Lab following good laboratory practices and Volcano established procedures. The CS utilizes a variety of test equipment, tools and devices in the execution of product analysis. CS notifies management and other required functions of investigation findings that are potential safety concerns.

The CS collaborates with Complaints Coordinators, Quality Engineers, Manufacturing Engineers and

R&D as needed to investigate complaint cases. This individual will support external and internal audit activities of the Volcano quality system as required.

You are responsible for

Review and analyze complaint information to determine the depth of investigation required

 Perform returned product investigations to include Device History Record (DHR) review, visual inspection and product testing

 Clearly Document investigation findings, conclusions and justifications as part of the Complaint record and within Salesforce software.

 Triage complaint for potential safety; notify management or designee of potential safety cases

 Review complaint histories and identify trends; escalate significant issues to QA management as needed.

 Review appropriate criteria for closure of complaints

 Collaborate with other internal groups to respond to product inquiries and issues

 Provide data for Complaint Trending discussions as needed

 Continuously working to improve the complaint handling process

 Provide suggestions to appropriate company authorities to modify existing manufacturing or packaging process based on pattern and related analyses

You are a part of

A leading health technology company with a multinational workforce of approximately 77,000 employees and globally present with sales and services in more than 100 countries worldwide.

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


Student for Engineering career or other Science discipline.

Or Bachelor’s degree in Engineering or other Science discipline


 0-2 years of related experience in complaints processing and/or investigation in the Medical Device, Pharmaceutical, Biopharmaceutical industry.

 Laboratory experience preferred

 General understanding of QSR/ISO knowledge is an asset.

 Able to use a laboratory Microscope

In return, we offer you

Describe in two to three lines what tangible and intangible benefits the incumbent will gain in this role. Use our Employer Value Proposition (EVP) themes and information gathered in the RSM as input sources.

Why should you join Philips?

In order to develop your full potential, we will offer you the flexibility, encouragement and opportunities to keep you inspired and engaged. After all, working at Philips is more than a job. It is an experience full of amazing moments that will transform you in a lasting and positive way, since together we can improve the world.

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.