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Philips Complaints Management Process Expert in United States of America - Home Based, Massachusetts


Complaint Process Expert - Operations

In this role, you have the opportunity to

enhance current complaint handling operations by driving efficiency and innovation to build a process for the future, while ensuring effectiveness in complaints management. You will partner with functional partners and seek to understand industry best practices to help design and implement complaint processing excellence for Philips.

You are responsible for

  • Help develop and implement a global complaint handling operations processes that is customer and business centric.

  • Manage compliance to FDA regulations and other Regulatory Agencies as required, ensuring guidelines and policies to all products and operations are consistent with those regulations.

  • Interact with business and market partners as well as functions in IT, customer services, product development process, and sales and marketing to understand & socialize complaint handling process requirements, including creation and maintenance of interface agreements

  • Develop and maintain daily management to ensure effective monitoring of complaint process through leading indicators

  • Draft and manage improvement initiatives (i.e., Hoshin Plan).

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

  • Requires a minimum of 5 years of related experience

  • Bachelor's degree

  • Expertise in complaint processing and complaints management

  • Strong experience in improvement initiatives, lean methodology and project management skills set preferred.

  • Uses professional concepts and company objectives to resolve complex issues in creative and effective ways.

  • Strong leadership skills including influencing, negotiating, and communication.

In return, we offer you

To be a part of the Post market surveillance transformation which will add value to Philips and our customers by turning data into insights. You will play an instrumental role in helping enhance the complaint processing workflow to be customer centric enabling our transformation.

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.

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.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

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.

Equal Employment and Opportunity Employer/Disabled/Veteran