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Philips Manager of Complaint Handling in Cambridge, Massachusetts

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Effective Wednesday, December 8, 2021, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips. Employees with a sincerely held religious belief and/or disability impacting their ability to obtain the COVID vaccine can request a reasonable accommodation.

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.

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.

Manage the Complaints Specialist Team that executes the complaint process for the Patient Monitoring business unit. The processes and activities are mainly related to coordinating activities supporting the Customer Complaints process, and supporting external audits/inspections.

You are responsible for

  • Leads team of specialists/investigators responsible for evaluating, investigating and resolving complaints.

  • Provide expert guidance to subordinates on interpretation of procedures and applicable regulations and prioritization of workload.

  • Monitors metrics and drives process improvements based on performance trends.

  • Participate and collaborate objectively with peers 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, and Manufacturing personnel globally to facilitate process improvement.

  • Develop complaint audit program to monitor complaint quality and compliance.

  • Lead process improvement projects that require engagement with multiple functional areas across the businesses.

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

  • Support reviews and audits as required.

  • Facilitate ongoing team training and employee development.

  • Other projects assigned

You are part of

The Patient Monitoring Post Market Surveillance Team is headquartered out of Andover, MA. We welcome you to join Philips HealthTech as a Complaints Manager supporting Patient Monitoring and Medical Consumable Suppliers. The Quality and Regulatory team enables meaningful innovation for our customers by partnering with and guiding the business to achieve world-class quality and regulatory compliance in a rapidly changing environment, while creating a great workplace for our people to realize their career aspirations.

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

  • 2+ years in a people management role.

  • 3+ years related experience in a Medical Device and or other medically regulated industry (Pharma, IVD,).

  • Bachelor’s degree in engineering, clinical sciences, related sciences, or relevant related experience.

  • Working knowledge of appropriate global medical device regulations, requirements, and standards such as: FDA 21CFR Parts 803, 806 and 820, ISO13485, ISO14971, European Medical Device Directives and Canadian Medical Devices Regulation.

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

  • An excellent communicator, both written and verbal for coordinating with colleagues and regulatory authorities worldwide.

  • 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.

  • Proficiency using office tools such as Microsoft Office Suite and various other computer software applications.

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.

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

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 according to task and team schedules. Flexibility isn’t 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’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.

Philips Electronics Ltd is committed to treating all people in a way that allows them to maintain their dignity and independence. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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