PMS Complaint Handling Specialist 60

PMS Complaint Handling Specialist

In this role you

Are responsible for overseeing complaint handling processes, facilitating communication between stakeholders, resolving complex complaints by liaising with business / market / clinical / product experts, mentoring and training new specialists, leading investigation teams, and ensuring accurate vigilance reporting to enhance product quality and customer satisfaction.

Your role :

• Provides information on mid-complexity product-specific concerns, responds to moderate questions from complaint evaluators and complaint investigators, ensuring effective communication and support throughout the process.
• Analyzes the quality of the complaint handling process, scrutinizes the performance of both the complaint evaluator and investigator, identifies bottlenecks and challenges encountered during the process and pinpoints areas for business process improvements to streamline operations and enhance customer satisfaction.
• Facilitates the training and qualification process for new PMS complaint operations specialists, provides hands-on assistance, creates, and documents training materials, and offers ongoing mentorship and feedback to cultivate their skills and confidence.
• Generates periodic reports on complaint trends and metrics, ensures accurate and timely documentation for internal review and regulatory submission, and maintains compliance with relevant standards.
• Utilizes an advanced knowledge of regulations, requirements, and standards to execute tasks within post-market surveillance complaint operations, ensuring adherence to regulatory mandates and facilitating effective management and resolution of complaints.

You're the right fit if :

B.S. / M.S. in Medical Sciences, Healthcare Management, Industrial Engineering, Supply Chain Management or equivalent.

2+ years of experience with Bachelor's in areas such as Complaint Handling Operations, Medical Device, Quality Assurance, Quality Control, Clinical Research or equivalent OR no prior experience required with Master's Degree. Prefer 5+ years experience in Post-Market Surveillance, Vigilance Reporting in Medical Device.

Expertise in international regulations, including EU MDR 2017 / 745, FDA 21 CFR Part 803, Health Canada SOR / 98-282, and other country-specific requirements.

You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Office / Remote position.

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.

This is an office role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

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Philips Transparency Details

The pay range for this position in New Kensington, PA is $87,000 to $110,000 Annually.

The pay range for this position in Plymouth, MN is $91,000 to $120,000 Annually.

The pay range for this position in New Kensington PA is $97,000 to $127,000 Annually.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge / skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here () .

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to New Kensington PA, Plymouth MN or Cambridge MA.

#LI-PHI

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