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Job Information

Philips Complaint Coordinator in Basingstoke, United Kingdom


Philips has acquired Remote Diagnostic Technologies (RDT), a UK-based leading innovator of advanced solutions for the pre-hospital, military, aviation and maritime market providing monitoring, cardiac therapy and data management. RDT’s portfolio of comprehensive connected emergency care solutions will complement Philips’ Therapeutic Care business and strengthen its leadership position in the EUR 1.4 billion resuscitation and emergency care market. Moreover, RDT will strengthen Philips’ ability to innovate, drive digital transformation in healthcare, and enter new markets.

Philips already offers a range of proven monitoring and therapeutic products and solutions to help emergency medical services, hospitals and lay responders accelerate the delivery of care at the scene. This offering includes automated external defibrillators (AEDs), advanced life support monitors, and data management solutions. RDT will complement this with a product range for ambulance and emergency responders, which includes Tempus ALS, a modularized monitor and defibrillator that offers premium functionality in a smaller, lighter and more flexible package. RDT also offers highly robust, yet lightweight monitors equipped with telecommunication capabilities for various emergency responders.

Are you ready to be involved in a challenging Complaint Coordinator job where you will gain an in depth knowledge of our amazing products and get work with a number of key internal stakeholders? Can you help us with our post-merger ERP and CRM migration transformation program? Do you have excellent organizational skills and an inquisitive mind? Is detail one of you passions? This could be the role for you!

Complaint Coordinator

You are responsible for:

  • Work with a variety of diverse persons within the company such as Engineers, Scientists, Field Service & Application Engineers, and Manufacturing personnel to facilitate the complaint handling processEvaluate customer feedback, service records, and other sources of customer and internal data for possible complaints

  • Initiate complaints per process and applicable complaint handling software tool

  • Evaluate incoming data and determine if it is sufficient to understand the nature of the complaint

  • Communicate with customers , call center reps and Field Support Engineers to gather more data on complaints as needed

  • Completes an initial assessment of reportability and escalates to manager to determine action, when necessary

  • Assess if the Risk assessment is covering the hazard in the complaint

  • Confirm complaint condition and determine corrective action (including CAPA as needed)

  • Communicate with complainants as needed to follow up on and resolve complaints; follow up with end-user/customer via complaint submitter when needed

  • Complete all needed records in a timely and accurate manner

  • Analyze complaint data , and advise on potential product improvements

You are a part of (the Complaints Group within the QARA Department)

  • Supporting the worldwide distribution of remote monitoring and resuscitation solutions for pre-hospital and critical care services which are truly life saving

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

  • Basic understanding of CAPA, as well as global medical device regulations, requirements, and standards such as those required by FDA and EU Medical Device Directive.

  • Demonstrated strong results orientation

  • Experience using software tools such as Microsoft Office Suite and various other computer software applications (e.g., Trackwise, SAP, etc.)

  • 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. Effective team building skills

  • Able to exercise sound judgement within RDT/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. Furthermore, Philips University is available to all employees for learning and development opportunities.

  • A competitive base salary plus a high performance related bonus.

  • Access to private healthcare insurance

  • Holiday allowance of 25 days a year from the start (plus bank holidays)

  • Learning and Development opportunities through our Philips University

  • Family friendly policies which offer enhanced maternity and paternity schemes

  • The Philips Employee Shop allows employees to buy Philips products at discounted prices

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 . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .

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