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Philips Complaint Technician in Cambridge, Massachusetts

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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 c ontact 888-367-7223, option 5, for assistance.

In this role, you have the opportunity to

Evaluate, investigate, and resolve complaints while also analyzing complaint data and gathering additional information as needed. You will manage the complaint investigation process end-to-end. You will work with other teams in a collaborative environment to complete the end-to-end complaints process in a highly regulated environment. You will also be performing testing and analysis of MCS/GSC products in the MCS Failure Analysis Lab.

You are responsible for

  • Evaluate, investigate, track and complete complaints through effective and established complaint handling processes.

  • Ensure accurate documentation of evaluation and investigation results with the assigned complaint records.

  • Participate and collaborate objectively with team members to achieve consistent process while identifying process improvements to drive efficiency and compliance.

  • Collaborate with a variety of diverse persons such as Engineers, Scientists, Clinical Specialists, Field Service Engineers, Professional Customers and Manufacturing personnel to facilitate the complaint investigation process globally.

  • Review each complaint for and determine eligibility for adverse event reporting to worldwide regulatory agencies.

  • Prepare and submit adverse event reports to appropriate regulatory agencies.

  • Assist in trending of complaints and collaborate with the appropriate groups to ensure accuracy of data.

  • Support reviews and audits as required.

  • Receive returned products into the MCS Failure Analysis Lab.

  • Perform testing/evaluation and analysis of MCS/GSC products in the MCS Failure Analysis Lab.

  • Document testing/evaluation findings in the complaint handling system.

  • Other projects assigned.

You are a part of

As a result of Philips renewed dedication to Quality, it has recently restructured its organization to ensure you and your department have clear collaboration with Philips Business Group and Market leadership, and can harness the expertise of five Centers of Excellence (COEs). These 5 COEs specialize in the following capabilities: Regulatory & Clinical Affairs, Supplier Quality, Quality Management System, Quality Assurance & Engineering, and Compliance & Audit. As part of this new structure, you are empowered to use your voice and expertise to have a positive impact on your team, our business, and health technologies that will improve the health, well-being and care for people around world.

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

  • Bachelor Degree or higher in scientific, technical, health care or related field, or relevant years’ work experience.

  • 1+ year of post-market complaints experience in a medically regulated industry.

  • 1+ year of executing testing/evaluating of medical products in a medically regulated industry

  • Proficiency using office tools such as Microsoft Access and Excel, ClearQuest, and various other computer software applications.

  • Must be able to work under pressure to meet regulatory reporting time frames and company requirements.

  • Strong sense of responsibility and self-motivation with demonstrated ability to function independently and in a group environment.

  • Requires the proven ability to consistently meet and/or exceed goals. Must be capable of making commitments, setting priorities, and delivering results on time and on budget. Effective team building skills.

  • Able to exercise sound judgment within Philips using standard operating procedures and policies to determine appropriate action to achieve objectives.

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

In return, we offer you

A path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this global 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. Furthermore, Philips University is available to all employees for learning and development opportunities.

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.

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

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