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Philips Polska
Philips Polska
location iconLocations: Łódź
level iconLevel: specialist
Complaint Handling Operations Expert
Location: Łódź

Job Description

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

Be part of a diverse global team responsible for Post Market Surveillance and Complaint Handling for all of Philips. You will have to opportunity to work with teams all over the world implementing changes to continuously improve our products and services.

You are responsible for

  • Close cooperation with a variety of diverse persons within the company such as Engineers, Scientist, PMS Clinical Experts, Field Services & Application Engineers and Manufacturing personnel to facilitate the complaint handling process globally.
  • Evaluation of incoming data and determining if it is sufficient to understand the nature of the complaint to assist with evaluation and investigation escalation. Acts as a liaison between Philips Shared Service, Trusted Partner and Business/Market stakeholders.
  • Acting as Business / product subject matter expert (SME).
  • Supporting training and qualification of new staff.
  • Acting as a liaison between Philips Shared Service, Trusted Partner and Business/Market stakeholders.
  • Responding to Complaint Evaluator and Complaint Investigator questions and provides guidance on product specific concerns.
  • Providing ongoing feedback on the quality of the complaint handling process being performed by the Complaint Evaluator and Complaint Investigator.
  • Providing assistance with reviewing complaints to determine when escalations that relate to the initial assessment of complaint coding, product inquiries and potential reportability decision making are required.
  • Monitoring team performance, providing additional support to the Sr. Manager of Complaint Handling in requested activities.
  • Distinguishing by additional specialized knowledge in breadth and/or depth, as well as record of success in relevant business process/function.
  • Viewed as having advanced knowledge in the field.
  • May have a leadership role.
  • Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers.
  • Working on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives.
  • Implementing strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results.
  • Establishing and assuring adherence to budgets, schedules, work plans, and performance requirements.
  • Managing activities of two or more sections or departments.
  • Exercising supervision in terms of costs, methods, and staffing. Primary duty is managing individual contributors or managing two or more sections or departments

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

  • Bachelor’s Degree and 5+ years of experience in complaint handling, medical device or regulated industry.
  • Working knowledge of appropriate global medical device regulations, requirements, and standards, such as 21 CFR Parts 803, 806, and 820, ISO13485, ISO14971, European Medical Device Directive (93/42/EEC), Canadian Medical Devices Regulation (SOR/98-282), Japanese MHLW Ordinance 169, and ISO 9001.
  • Has wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
  • Some barriers to entry exist at this level (e.g., dept./peer review) at which career may plateau.
  • Viewed as having advanced knowledge in the field.
  • Has expert level knowledge of company products and services and may be tasked with introducing new concepts.

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.

We kindly inform you that we will contact only chosen candidates.


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