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Philips Complaint Investigator in Andover, Massachusetts


In this role, you have the opportunity to

Evaluate, investigate, and resolve complaints while also analyzing complaint data and gathering additional information as needed. You will manage the complaint investigation process end-to-end. You will work with other teams in a collaborative environment to complete the end-to-end complaints process in a highly regulated environment.

You are responsible for

  • Evaluate, investigate, track and complete complaints through effective and established complaint handling processes.

  • Ensure accurate documentation of evaluation and investigation results with the assigned complaint records.

  • Participate and collaborate objectively with team members to achieve consistent process while identifying process improvements to drive efficiency and compliance.

  • Collaborate with a variety of diverse persons such as Engineers, Scientists, Clinical Specialists, Field Service Engineers, Professional Customers and Manufacturing personnel to facilitate the complaint investigation process globally.

  • Review each complaint for and determine eligibility for adverse event reporting to worldwide regulatory agencies.

  • Prepare and submit adverse event reports to appropriate regulatory agencies.

  • Assist in trending of complaints and collaborate with the appropriate groups to ensure accuracy of data.

  • Support reviews and audits as required.

  • Other projects assigned.

You are a part of

In October 2013, we announced the creation of the ‘Medical Consumables & Sensors’ (MCS) Business Innovation Unit (BIU) that combined the existing Consumables business with the Children’s Medical Ventures portion of the Mother and Child Care Business Program. In addition, we announced that the Invivo MR monitoring products will be part of this new BIU. This comprehensive business innovation unit specializes in the accessories, supplies and enabling technologies that accelerate strategic portfolio growth for Monitoring & Analytics and Therapeutic Care.

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

  • 3+ years of experience in a medically regulated and technical environment in (FDA Class I or II equivalent – Class III a plus).

  • Bachelor Degree or higher in scientific, health care, nursing or related field, or relevant years’ work experience.

  • Demonstrated strong results orientation.

  • Proficiency using statistical tools such as Tableau, Minitab, and various other computer software applications.

  • Proficiency using office tools such as Microsoft Access and Excel, ClearQuest, and various other computer software applications.

  • Must be able to work under pressure to meet regulatory reporting time frames and company requirements.

  • Strong sense of responsibility and self-motivation with demonstrated ability to function independently and in a group environment.

  • Requires the proven ability to consistently meet and/or exceed goals. Must be capable of making commitments, setting priorities, and delivering results on time and on budget. Effective team building skills.

  • Able to exercise sound judgment within Philips using standard operating procedures and policies to determine appropriate action to achieve objectives.

In return, we offer you

A path towards your most rewarding career. Succeeding in this role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.

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 improving 3 billion lives a year by delivering innovative solutions across the health continuum at . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at on our career website, where you can read stories from our employee blog at . Once there, you can also learn about our recruitment process at , or find answers to some of the frequently asked questions at .

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.