Philips Subject Matter Expert - Complaint Handling in Eindhoven, Netherlands


In this role, you have the opportunity to

As Subject Matter Expert Complaint Handling, you will be part of the Philips Quality Management System (PQMS) transformation with focus on standardization of processes and IT solution across Philips. The Philips Transformation journey is exciting and challenging, you will have the opportunity to contribute in a true transformation within an international company.

You are responsible for

As a Subject Process Expert, you will be implementing and driving continuous improvements of the standardized Complaint Handling business capabilities and delivering project deliverables within the program portfolio.

  • Works with the Philips business process experts from the different businesses on the definition of the processes and procedures

  • Coordinates requirements/best practices gathering and other project activities

  • Collect and review process change and improvement proposals from the organization, bring forward relevant change proposals to the BPOs.

  • Actively interact with other SME’s to share knowledge on improvement practices

  • Provide user stories and contribute to sprint demo’s during SW tool development.

  • Collaborate with Academy/University and drive the right learning interventions and User Learning Journeys consistent with overall Philips approach

  • Ensure processes, IT and EIM solutions are working according to the requirements by providing test scenario’s and actual testing within the agile/scrum development teams

  • Ensure processes are well documented in the Enterprise Architecture Repository and Philips Integrated Quality System (PIQS)

  • Acts as a change agent/ advocate of the new process towards BG/BU SME’s and the business

  • Support process implementation projects and ensure processes are implemented as designed

  • Facilitate learning, provide process training (competency development) and prepare end user documentation.

  • Provide support in diagnosis of processes within area of expertise to perform process gap analysis, suggest enforce the selected best practice solutions and ensure compliance with the standardized suggested processes

You are a part of

The Philips Complaint Handling Project Team. This team consists of a BPO, several BPE’s, SME’s, Project Managers, Product Owner, Validation Experts and IT Business Analysts who are driving the transformation of Philips Quality and Regulatory.

You are also part of the global Philips Q&R organization and will be reporting to the Q&R Business Process Owner and Project Manager.

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

  • A Masters or Bachelor Degree

  • Must be recognized as content matter expert in the area of Complaint Handling

  • Expert working knowledge of standards and regulations applicable to a medical device and most specifically Complaint management in a healthcare environment.

  • Requires strong working knowledge of quality assurance principles and practices, industry and international safety standards

  • Minimum 5 years in medical device environment

  • Must practice analytical problem solving skills

  • Able to exercise judgment against the criteria of applicable regulations and standards

  • Is able to communicate the new process and system to both sr. leaders as people executing the process.

  • Is able to coordinate and manage activities

  • Proactive and able to act on own initiative

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.

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 . 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 is 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 http://www.usa.phttps:/ . Once there, you can also learn about our recruitment process at or find answers to some of the frequently asked questions at .