Consumer Claims Specialist
Ciudad de Panama, Panamá, Panama
hace 6 días

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 make life better

The Complaint Evaluator reviews customer complaint work orders, maintaining communication with the Customer Care Solutions Center and Field Service Engineers to ensure the required information is obtained.

To identify potential FDA reportable safety events that must be submitted timely to the appropriate factory for further investigation.

Since the FDA considers every call for service to be a complaint our goal is to review every corrective maintenance service call for 2 reasons :

1)To ensure a quality record, meaning that all the data elements are present in the record. We use the 12 data elements as our main guide to ensure we have accurate and complete information.

2)To do an assessment of hazard or harm using the information contained within the record. This is to determine if this issue has harmed a patient or user or if it likely to cause or contribute to death or serious injury to a patient or user if it recurs.

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.

You are responsible for

  • Evaluates, investigates, and resolves basic complaints.
  • Completes initial assessment of reportability and escalates to manager to determine action, when necessary.
  • Analyzes complaint data, gathers additional data as needed, and partners cross functionally to share feedback to the development and manufacturing teams on potential product improvements, product defects, and safety evaluations, and resolves complaints.
  • Reviews and applies appropriate coding to Service Records as an input to the complaints process. Markets Q&R
  • Screens, evaluates, and monitors basic complaints (products & non product) resolution.
  • Reviews complaint criticality and initiates necessary containment actions, escalating to the manager to determine action.
  • Analyzes complaint data, gathers additional data as needed, and partners cross functionally to provide feedback to the BIU supporting complaint evaluation and / or to the Market Management Review on potential process and quality improvements
  • Works on issues where analysis of situation or data requires review of relevant factors.
  • Exercises judgment within defined procedures and policies to determine appropriate action.
  • Assists to draft limited improvement projects within a unit and introduces new supporting process activities
  • You are a part of

    The team working to meet schedules and resolve problems.

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

  • Bachelor degree in bio medical, engineering, healthcare, nursing or related technical degree with 0 - 1 years of experience;
  • OR Bachelor degree with 1+ years of experience in a medical device or regulated industry.

    Basic understanding of CAPA, as well as global medical device regulations, requirements, and standards such as 21 CFR Parts 803, 806, and 820, ISO13485, and ISO9001.

    Proficient level of English, written and oral communication.

    Intermediate level of Microsoft Excel.

    Ability to work independently and optimally with cross-functional and virtual teams.

    Ability to handle conflicting priorities, deal with pressure, and constant change.

    In return, we offer you

    A unique opportunity to develop your skills and develop a career.

    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.

    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.

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