In this role, you have the opportunity to
Responsible for compliance review and symptom coding for the Service field information (call records & service events) and forwarding it through the quality system tools for further investigation by Business Units. This position is important to ensure the complaints workflow in PH is align with regulation and ISO requirement.
You are responsible for
Review Service Work Orders (SWO), other relevant documented service events and feedback to ensure feedback/complaint process compliance.
Submit and further process feedback received.
Investigate & evaluate SWO in a prescribed time.
Correctly code SWO with the aim to provide trending information necessary for product quality monitoring.
Set Become Aware date for potential safety events
Ensure the correct translations (from local language into English) of SWO’s requiring further investigations by Business Units.
Assist and coach Call Takers, Field Service Engineers and Application Specialist in awareness of potential safety events and accurate documentation of Service events.
Follow all relevant business and Q&R policies and procedures and when requested participate in reviews and follow-up actions
You are a part of
This role requires the communication with variant team members such as TSE team and call center, field engineer, ASP, Q&R. This role requires strong communication skill and good team work.
To succeed in this role, you should have the following skills and experience
University degree or above education background in Biomedical Engineering;
At least 3 years’ relevant experience;
Experience in maintenance and troubleshooting of technical systems will be preferred
Comprehensive and working experience in regulated environments (preferred for pharmaceutical & medical environment, ISO 9001, 13485, FDA 820.200 (servicing) and 820.198 (complaint files), and other worldwide regulations- e.g. JPAL, CAMCAS.
Experience in Customer Services or Customer relations
Experience in coaching
Ability to work under pressure, ability to prioritize
Fluent in English, verbal and written in addition to local language
Good team work
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 . 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 .