Complaint Handling Investigator

6 months ago

Bengaluru, India Philips Full time

**Job Title**: Complaint Handling Investigator

**Complaint Handling Investigator**

**In this role, you have the opportunity to make life better**
Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So in this role of Complaint Investigator, you share our passion for helping others, you’ll be working towards improving people’s live by improving product and patient safety.

**You are responsible for**:

- Work with a variety of diverse persons within the company such as R&D Engineers, Scientists, Clinical Specialists, Field Service & Application Engineers, personnel to facilitate and improve the complaint handling process globally.
- Analyzes complaint data, gathers additional data as needed, and partners cross functionally to share feedback to the development and/or manufacturing teams on potential product improvements, product defects, and safety evaluations, and resolves complaints.
- Initiate complaints, communicate with complaint stakeholders as needed to follow up on and resolve complaints; follow up with end user/customer via complaint submitter when needed.
- Evaluate customer feedback, service records, and other sources of customer and internal for possible complaint. Completes initial assessment of reportability and escalates to manager/lead to determine action.
- Confirm complaint condition and determine corrective action (including CAPA as needed).

**You will be part of**

You will be part of the Quality Team in Electronic Medical Records & Care Management Business. You will be able to partner with other experienced Quality team members and Leadership that will support you in the upcoming challenges and goals, and you will be able to join a very organized area where the teamwork is very much valued.

**To succeed in this position, you need to have the following expertise and experience**:

- Bachelor degree in bio-medical, engineering, healthcare, or related technical degree with 3+ years of experience;

OR Bachelor degree with 2+ years of experience in a medical device or regulated industry.
- Basic understanding of Risk Management, CAPA, as well as global medical device regulations, requirements, and standards such as 21 CFR Parts 803, 806, and 820, EUMDR, ISO13485, ISO9001, ISO14971.
- ** Mandatory**:Working Knowledge in the area of Complaint Handling, Vigilance reporting and its global timelines and Post Market Surveillance (PMS) for medical products.

**Preferable**:Knowledge of software product development, knowledge in Trackwise tool and/or Service tools.
- Detailed oriented, good communication skills, self-starter, results and targets oriented, resilience.
- Advanced English required (reading, writing and speaking)

**In return, we offer you**

At Philips, we are driven by our mission to improve the lives of 3 billion people per year by 2030, and every day we move closer to achieving our goal by creating cutting-edge solutions that lead to confident diagnosis, improved care, and increased quality of life for patients. Thanks to our employees who share our passion for improving lives, we are at the forefront of the Healthcare industry leading in image guided interventions, ultrasound, patient monitoring, cardiology informatics, sleep therapy, respiratory care and services.

**How we work at Philips**
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart - which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home - for our hybrid roles. Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:

- We believe in the importance of impactful collaboration:_ There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.
- We embrace flexibility:_ Choosing where, when and how to work can vary a

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