Job Title

Job Description

Effective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips*. Employees may request a reasonable accommodation. *Montana employees are currently excluded from this requirement at this time.

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

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.

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

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 technical information is required to support the investigation process.

• Partners cross functionally with Risk Management and/or the manufacturer when a technical investigation is required.

• Escalates complaint records to a Complaint Handling Process Expert, manager or VRS when issues are identified to determine if escalation to a Level 3 Investigator, further action [CAPA/IIA/HHE] or regulatory reporting is necessary.

• 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.

• Coordinates requests for new coding when necessary, ensuring all systems and tools are updated. Reviews and updates complaint(s) when new codes become available.

• May perform GDTs and Vigilance Reporting as required

To succeed in this role, you’ll need a customer-first attitude and the following

• Bachelor’s degree (or equivalent experience) in bio medical, engineering, related technical degree with 2-5 years of experience; OR bachelor’s degree with 2+ years of experience in a medical device or regulated industry.

• Medical Device or biomedical experience in undergraduate program or other related work experience

• Basic understanding of CAPA, as well as global medical device regulations, requirements, and standards such as 21 CFR Parts 803, 806, and 820, ISO13485, and ISO9001.

In return, we offer you

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

Our benefits can be found here: https://www.careers.philips.com/na/en/total-rewards-at-philips

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 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.

Visit our careers website to explore what it’s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.

#LI-PH1

#LI-Remote

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 Opportunity Employer/Disabled/Veteran

Philips maintains a drug-free workplace