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Philips Business Process Expert - Complaint Handling in Cambridge, Massachusetts


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.

Be part of the Philips Quality Management System (PQMS) transformation, focusing on standardization of processes and IT solution across Philips. The Philips Transformation journey is exciting and challenging, you will have the opportunity to contribute in a true transformation within an international company.

You are responsible for

  • Implementing and driving continuous improvements of the standardized Complaint Handling business capabilities and delivering project deliverables within the program portfolio.

  • Works with the Philips business process experts from the different businesses on the definition of the processes and procedures

  • Coordinates requirements/best practices gathering and other project activities

  • Collect and review process change and improvement proposals from the organization, bring forward relevant change proposals to the BPOs

  • Actively interact with other BPE’s to share knowledge on improvement practices

  • Provide user stories and contribute to sprint demo’s during SW tool development

  • Collaborate with Academy/University and drive the right learning interventions and User Learning Journeys consistent with overall Philips approach

  • Ensure processes, IT and EIM solutions are working according to the requirements by providing test scenario’s and actual testing within the agile/scrum development teams

  • Ensure processes are well documented in the Enterprise Architecture Repository and Philips Integrated Quality System (PIQS)

  • Acts as a change agent/ advocate of the new process towards SME’s and the business

  • Lead or support process implementation projects and ensure processes are implemented as designed

  • Facilitate learning, provide process training (competency development) and prepare end user documentation

  • Provide expert support in diagnosis of processes within area of expertise to perform process gap analyses, suggest enforce the selected best practice solutions and ensure compliance with the standardized suggested processes

You are part of

The Philips Complaint Handling Project Team. This team consists of a BPO, several BPE’s, SME’s, Project Managers, Product Owner, Validation Experts and IT Business Analysts who are driving the transformation of Philips Quality and Regulatory. You will be part of the global Philips Q&R organization and will be reporting to the Q&R Business Process Owner and Project Manager.

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

  • Masters or Bachelor Degree

  • Must be recognized as content matter expert in the area of Complaint Handling

  • In-depth knowledge of the Complaint Handling and Post Market Surveillance processes for medical devices and consumer products.

  • Expert working knowledge of standards and regulations applicable to a medical device and most specifically Complaint management in a healthcare and consumer products environments.

  • Requires strong working knowledge of quality assurance principles and practices, industry and international safety standards

  • Minimum 5 years in medical device environment

  • Must practice analytical problem-solving skills

  • Able to exercise judgment against the criteria of applicable regulations and standards

  • Is able to communicate the new process and system to both sr. leaders as people executing the process.

  • Is able to coordinate and manage activities

  • Proactive and able to act on own initiative

In return, we offer you

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.