Philips Complaint Coordinator/Investigator in Nashville, Tennessee

Key Areas of Responsibility

  • Enter all incoming complaints for CT/AMI and ICAP in TrackWise

  • Process complaints in a uniform and timely manner

  • Manage all queues for CT/AMI and ICAP in Customer Feedback Tool

  • Evaluate customer feedback, service records, and other sources for possible complaints

  • Evaluate incoming data and determine if it is sufficient to understand issue of the complaint. Ensure completion, and follow up if required to ensure complete record

  • Communicate with Key Market representatives, call center representatives and Field Service Engineers to gather more data on complaints as needed

  • Coordinate all non-complaints with engineering, customer support or other appropriate departments

  • Assign complaints to investigators

  • Coordinate with the complaint investigators for customer responses and Key Market interactions.

  • Support reviews and audits as assigned

  • Work with the Post Market Surveillance Manager for any other projects assigned

Minimum qualifications

Associates Degree or 2 years of experience in a medically regulated and technical environment (FDA Class I or II equivalent).

Desired Qualifications

• Bachelor’s degree or equivalent 3+ years of work experience a medically regulated and technical environment (FDA Class I or II equivalent)

• Knowledge of FDA 21 CFR, part 198 and part 803,

• Basic knowledge of ISO13485, ISO9001, ISO14971 Risk Management

• Previous experience in Medical device and or regulated industry

Skills

  • Excellent communication and presentation skills

  • Demonstrated research & analysis skills

  • Strong time management skills

  • Superior relationship skills including comfort interacting with a broad audience including senior management, clinical and technical contributors, marketing and product engineering

  • Demonstrated verbal, written and interpersonal skills.

  • Demonstrated problem solving and troubleshooting skills.

  • Demonstrated multitasking and organizational skills.

Successful candidates must be able to analyze data, organize and facilitate meetings, present and communicate to a diverse audience, and have the ability to tie drivers and insights in a meaningful way to help business leaders.

As the incumbent of this Quality & Regulatory (Q&R) role within Philips, your challenge will be to guide and support Business Groups, Markets and enabling functions to always do the right thing. This involves being a confident advisor on approval, regulatory compliance and quality management related topics, in order to achieve timely releases of innovative products that deliver high quality and outstanding reliability to the lives they will improve.

The role of the Complaint Coordinator/Investigator is to assess, verify, and evaluate customer feedback data from the Philips Market Groups for completeness and FDA definition of a complaint per regulation. This role also includes managing complaint distribution to complaint investigators and escalating all non-complaint customer feedback to appropriate business sectors.

Key Areas of Responsibility

  • Enter all incoming complaints for CT/AMI and ICAP in TrackWise

  • Process complaints in a uniform and timely manner

  • Manage all queues for CT/AMI and ICAP in Customer Feedback Tool

  • Evaluate customer feedback, service records, and other sources for possible complaints

  • Evaluate incoming data and determine if it is sufficient to understand issue of the complaint. Ensure completion, and follow up if required to ensure complete record

  • Communicate with Key Market representatives, call center representatives and Field Service Engineers to gather more data on complaints as needed

  • Coordinate all non-complaints with engineering, customer support or other appropriate departments

  • Assign complaints to investigators

  • Coordinate with the complaint investigators for customer responses and Key Market interactions.

  • Support reviews and audits as assigned

  • Work with the Post Market Surveillance Manager for any other projects assigned

Minimum qualifications

Associates Degree or 2 years of experience in a medically regulated and technical environment (FDA Class I or II equivalent).

Desired Qualifications

• Bachelor’s degree or equivalent 3+ years of work experience a medically regulated and technical environment (FDA Class I or II equivalent)

• Knowledge of FDA 21 CFR, part 198 and part 803,

• Basic knowledge of ISO13485, ISO9001, ISO14971 Risk Management

• Previous experience in Medical device and or regulated industry

Skills

  • Excellent communication and presentation skills

  • Demonstrated research & analysis skills

  • Strong time management skills

  • Superior relationship skills including comfort interacting with a broad audience including senior management, clinical and technical contributors, marketing and product engineering

  • Demonstrated verbal, written and interpersonal skills.

  • Demonstrated problem solving and troubleshooting skills.

  • Demonstrated multitasking and organizational skills.

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 http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . 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 http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .

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.

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.

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