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Philips Data Analyst, Complaint Management in Cambridge, Massachusetts


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.

In this role, you have the opportunity to

Under limited supervision, the Quality & Regulatory (Q&R) Post Market Surveillance (PMS) Data Analyst – Complaint Management is responsible for developing and implementing effective data analysis, visualization, and Daily Management on a Global Scale. These activities are in direct support of monitoring the Complaint Management process and associated tooling. Your role ensures on-going regulatory compliance and continuous product improvement.

This role will support the Global implementation of the Philips Complaint Management process and tooling by working in partnership with our Business Clusters, Markets and I.T. Operations.

You are responsible for

  • Developing dashboards and data visualizations needed to effectively monitor the Complaint Management process to ensure adherence to process requirements and design

  • Developing and implementing central Daily Management to monitor the Complaint Management process and associated tooling by identifying root causes and actions to improve the process, tooling and training

  • Working directly with the business clusters, markets and I.T. in support of their complaint daily management activities and escalating trends and issues to be addressed at the central level

  • Working with the Complaint Management leadership team, identify and implement leading and lagging process indicators

  • Able to use Excel, TrackWise and Qliksense to extract data for analysis and trending

  • Working with the various Key Performance Indicators (KPI) owners to maintain oversight of all KPIs and ensuring accuracy of data reported to the leadership team

  • Update SmartSheets monthly with Complaint KPI results and countermeasures

  • Responsible for continual review of data that is used for the monitoring, trending and escalation of process indicators

  • Assures the data integrity of all output via appropriate verification and validation activities.

  • Ability to document trending procedures and trending analysis validation in compliance with regulatory requirements

  • Develop and deliver training materials to aid teams with their understanding of Daily Management and trending methods

  • Continuously improves Complaint Handling Daily Management, trend reports and reporting to meet changing needs of the business.

  • With minimal supervision, works with Philips associates from Business Clusters, Markets and Data Analytics to develop complaint reports that appropriately address questions posed in relation to complaint management, Daily Management and KPIs

  • Possess the ability to work independently with minimal supervision as well as the ability to guide others in the Complaint Handling group with regard to data analysis.

  • Leads and supports process improvement projects

  • Ensure compliance with the company's Quality System policies and procedures and applicable external requirements and standards, including FDA, ISO 13485, MDSAP, EUMDR, etc.

You are a part of

As a result of Philips renewed dedication to Quality, it has recently restructured its organization to ensure you and your department have clear collaboration with Philips Business Group and Market leadership, and can harness the expertise of five Centers of Excellence (COEs). These 5 COEs specialize in the following capabilities: Regulatory & Clinical Affairs, Supplier Quality, Quality Management System, Quality Assurance & Engineering, and Compliance & Audit. As part of this new structure, you are empowered to use your voice and expertise to have a positive impact on your team, our business, and health technologies that will improve the health, well-being and care for people around world.

To succeed in this role, you should have the following skills and experience

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

  • Bachelor’s degree in mathematics, data analytics, and/or relevant field required. Master’s degree preferred.

  • Must possess understanding and working knowledge of applied statistics.

  • Previous experience within data analytics, evaluating trending data, and drawing insights to make strategic business decisions.

  • Experience with developing, reporting, and tracking KPIs. As well as successfully communicating results to Post Market Surveillance Leadership, Business groups, and Markets.

  • Previous experience leading and executing Daily Management and problem-solving activities, including driving successful countermeasures.

  • Demonstrated experience developing and presenting data driven presentations/reports to Leadership and Stakeholders.

  • 5+ years of experience in the medical device and/or pharmaceutical industries.

  • Experience working in regulated environments and/or knowledge of regulatory requirements, such as FDA Quality System Regulations, 21 CFR Part 820, and MDD/MDR, and international standards, such as ISO 13485, ISO 14971, and IEC 62304, is preferred

  • Demonstrates collaborative patient and customer focus mindset

  • Demonstrates ability to work cross-functional and cross-business teams

  • Excellent communication both written and verbal.

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.

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 improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

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