Job Title Complaint Handling Specialist Job Description Job title: Complaint Handling Specialist Your role: The PMS Complaint Handling Specialist 40 is responsible for providing support and coordination in managing complaints by facilitating communication, analyzing processes, escalating issues, collaborating with stakeholders, documenting findings, and ensuring compliance with regulatory standards for efficient post-market surveillance operations. The role involves providing information on product-specific concerns and supporting communication with complaint evaluators and investigators. The role includes documenting and evaluating the complaint handling process for continuous improvement. The role identifies escalation points in basic complaints and participates in team meetings for insights and error documentation. You're the right fit if: (4 x bullets max) 1. Experience: Must to have 5+ of medtech industry experience 2. Skills: Works under direct supervision and established processes and operational policies meticulously, provides information on basic product-specific concerns, supports responding to questions from complaint evaluators and complaint investigators, ensuring effective communication and support throughout the process. Applies analytical skills to efficiently resolve routine requests, impacts their own work results with limited influence on the team, and adheres to established processes and operational policies to achieve objectives and meet deadlines effectively. Records the quality of the complaint handling process executed by both the complaint evaluator and complaint investigator, assists in implementing ongoing evaluation and improvement measures to enhance performance and effectiveness in managing complaints. Assists in reviewing basic complaints, identifies instances requiring escalation, particularly regarding initial coding assessment, product inquiries, and reportability decisions and addresses routine inquiries about products. Participates in team meetings, contributes insights, and updates, meticulously documents errors for comprehensive analysis and improvement and facilitates the identification of patterns and areas for enhancement. Ensures comprehensive documentation by logging all complaints into the complaint management system, capturing every relevant detail to facilitate thorough analysis and resolution and supporting effective communication and decision-making in department. Follows up with customers to confirm their complaints are resolved and satisfactory, and coordinates with external vendors or service providers for complaints involving third-party services or products. Compiles complaint data comprehensively, gathers additional information as necessary, and collaborates cross-functionally to provide constructive feedback regarding potential product enhancements, defects, and safety evaluations. Aids in documenting service records meticulously, applies precise and suitable coding, categorizes services records as per coding, enhancing data integrity, enabling comprehensive analysis and informed actions, and ensuring accuracy and relevance as an essential input to the overall process. Utilizes a basic knowledge of regulations, requirements, and standards to efficiently execute tasks within the realm of post-market surveillance complaint operations, ensuring adherence to regulatory mandates and facilitating effective management and resolution of complaints. 3. Education: Bachelor's degree in any Engineering 4. Anything else: • Post-Market Surveillance Mechanisms • Quality Management Systems (QMS) • Quality Specifications • Data Analysis & Interpretation • Regulatory Requirements • Technical Documentation • CAPA Methodologies • Continuous Improvement • Complaint Management • Recordkeeping • Vigilance Reporting • Business Acumen Compensation & benefits Doing meaningful work should come with fair, transparent rewards. The base salary range for this role is €[Min]–€[Max]. We determine pay within the range using objective factors, like the skills the role requires, your relevant experience and the responsibility you'll have in this role, alongside internal equity and local market considerations. This role is eligible for [bonus/incentive], with your rewards linked to [KPIs/company results]. We’ll share the full approach with you during the interview process, so you can make a clear, informed decision. Benefits include [key benefits]. How we work together We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. About Philips Are you ready to do the work of your life to help the lives of others? Learn more about our business, discover our rich and exciting history and learn more about our purpose. If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care. At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life. For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health. Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success. It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism. To ensure reasonable accommodations 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. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace. Know Your Rights

Complaint Handling Specialist.

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