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Job Information

Philips Complaint Specialist(Customer Advocate)-PM in Shenzhen, China


In this role, you have the opportunity to

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

You are responsible for

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

  • Participate and collaborate objectively with productive conclusions in the Complaint Handling Unit meetings.

  • Coordinate with the reportable complaint investigators in providing any missing information for root cause activities.

  • Collaborate with Engineering, Customer Support, Field personnel, Market Service Order reviewers and other appropriate groups for adequate initial evaluation of complaints.

  • Collaborate with Adverse Event Coordinators for reportable complaints as well as Product Safety Committees for Correction and Removal process.

  • Assist in trending of complaints and collaborate with the appropriate groups to ensure that the data got pushed to the appropriate departments for actions.

  • Support reviews and audits assigned.

  • Support Product Hold review, CAPA review

You are a part of

  • Professional Post-market Surveillance Team, with around 10 team peers globally.

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

  • Education: Bachelor degree, major in engineering discipline or equivalent is preferred.

  • Experience: At least 3 years of Quality and/or Regulatory experience in medical or highly regulated industries, experience in Post-market Surveillance is an advantage.

  • Competencies and skills:

  • Good command of English and Chinese Language skill is required.

  • Demonstrated strong results orientation.

  • Proficiency using statistical tools, office tools, and various other computer software applications.

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

  • Be willing to work outside of normal working hours as needed to accommodate businesses in multiple time zones.

  • 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.

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

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 .