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Job Information

Philips Customer Advocate - Complaint Specialist in Best, Netherlands

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In this role, you have the opportunity to

Be a part of the Philips Transformation journey within our Quality & Regulatory department. You will have the opportunity to contribute in a true transformation within an international company.

You are responsible for

  • Working with a variety of diverse persons within the company such as Engineers, Scientists, Clinical Specialists, Field Service & Application Engineers, and Manufacturing personnel to facilitate the complaint investigation

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

  • Coordinate with call center reps and field service engineers to gather more data on complaints as needed

  • Assist the Vigilance Reporting team in collecting the required data for initial assessment of reportability as well as any request of information from Competent Authorities and Notified Body

  • Support the screening of complaints for reported serious injury/deaths and the assignment to investigators within two business days

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

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

  • Review complaint records of other complaint investigators to warrant the quality of the complaint record.

  • Escalate to the Complaint Handling Unit manager when necessary to determine action to drive timely and effective resolution of the complaint

You are a part of

A fast growing and innovative team, within an ever-changing environment - constantly striving for improvements and exceeding internal and external stakeholder expectations.

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

  • Bachelor degree in a relevant field

  • 1-3 years of experience in similar kind of role from medical device industry or regulated industry

  • Some knowledge of CAPA

  • Understanding of Complaint investigation, global medical device regulations requirements and standards such as 21 CFR Parts 803, 806, and 820 & ISO13485

  • Analytical skills and attention to detail is key

  • Teamwork in and outside of the Quality & Regulatory Department

  • Fluent in English (verbal and written)

In return, we offer you

A path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this market-based 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.

  • We welcome you to a challenging, innovative environment with great opportunities for you to explore

  • Our benefits are very competitive and designed around your preferences

  • A market conform salary

  • 25 Days of leave and the possibility to purchase up to 20 extra days off annually

  • A variable bonus based on both Philips results and personal performance

  • Extensive set of tools to drive your career, such as a personal development budget, free training and coaching

  • Solid company pension scheme and attractive collective health insurance package

  • Opportunity to buy Philips shares and products with discount

  • Healthy work-life balance

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 . Life at Philips is an opportunity for personal and professional growth. And a journey into the unexpected; our people often experience moments when their lives and careers come together in meaningful ways .

In addition to being purpose-driven, we deeply believe in equality and that our people should be a reflection of the society and countries in which we operate. So we value our people in all aspects of diversity, whether generational, gender, experience, ethnicity, race, sexual orientation, ability, nationality, or other aspects. We believe that a flexible and inclusive culture invites a full spectrum of ideas, opinions, and experiences, and strive to create it wherever possible.

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 .

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