Job Description

Job Title

Complaint Handling Operations Investigator IGT

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\xe2\x80\x99s not just what we do, it\xe2\x80\x99s 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\xe2\x80\x99 needs. It\xe2\x80\x99s what inspires us to create meaningful solutions \xe2\x80\x93 the kind that make a real difference \xe2\x80\x93 when it matters most. The world and our customers\xe2\x80\x99 needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That\xe2\x80\x99s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs. You are responsible for

• Investigate complaint records, service records and other sources of customer data to resolve complaints.
• Assess if the Risk assessment is covering the hazard in the complaint.
• Complete all needed records in a timely and accurate manner.
• Confirm complaint condition and determine escalation to corrective action (including CAPA as needed).
• May perform GDTs and Vigilance Reporting as required.
• May perform other duties as assigned.
• Investigates and resolves basic non-reportable complaints through review of product analysis findings or service analysis notes.
• Performs Good Faith Efforts (GFE) when required to gather additional data as needed to support the investigation process.
• Performs internal follow up when additional information is required to support the investigation process.
• Reviews and applies appropriate coding to the record as an input to the complaints process.
• Summarizes complaint investigation
• Completes and provides Customer Response Letters (CRL) or internal responses where applicable upon completion of the investigation.
• Escalates complaint records to a Complaint Handling Process Expert or manager when issues are identified to determine if escalation to a Level 2 or Level 3 Investigator is required.
• Developing professional expertise, applies company policies and procedures to resolve a variety of issues. Frequently interacts with subordinate supervisors and functional peer groups.
• Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.

In this role you are part of Diverse global team responsible for Post Market Surveillance and Complaint Handling for all of Philips. You will have to opportunity to work with teams all over the world implementing changes to continuously improve our products and services. To succeed in this role, you\xe2\x80\x99ll need a customer-first attitude and the following

• Bachelor\xe2\x80\x99s Engineering degree- Biomedical, E&E, Mechatronic preferred
• Good Communication skills
• Energetic and Positive attitude

In return, we offer you a challenging, innovative environment with great opportunities to explore. Our benefits are very competitive and designed around your preferences:

• A rewarding career in Philips with attractive package.
• A variable bonus based on both Philips results and personal performance
• Extensive set of tools to drive your career, such as a personal development budget, free training and coaching
• Attractive collective health insurance package

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 \xe2\x80\x93 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 \xe2\x80\x93 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\xe2\x80\x99s 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 according to task and team schedules. Flexibility isn\xe2\x80\x99t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.
We want to be at our best: The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best. Why should you join Philips?
Working at Philips is more than a job. It\xe2\x80\x99s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.