Senior Complaint Handling Operations Lead
4 dagen geleden
Join Philips, a leading health technology company, as a Senior Complaint Handling Operations Lead. In this role, you will be part of the Complaint Handling team of the Image Guided Therapy Systems Quality organization, responsible for ensuring patient safety and quality, customer satisfaction, and regulatory compliance through the complaint-handling process.
About the RoleAs a Senior Complaint Handling Operations Lead, you will be key in ensuring that complaints are investigated with high quality, leading to safe and effective products and satisfied customers. You will help lead and steer a global cross-functional team as a liaison and subject matter expert.
Key Responsibilities- Drive quality and excellence in complaint handling operations as a Complaint Handling Operations Lead.
- Develop and implement complaint handling strategy and operating model to ensure customer satisfaction, patient safety, and quality and audit readiness for IGTS complaint handling.
- Lead and develop corrective and preventive actions to address complaint handling and medical device reporting issues.
- Liaise with product experts within the business to address product-specific issues related to customer complaints.
- Escalate to the Complaint Handling Business Lead when necessary to determine the action to drive timely and effective resolution of the complaint.
- Develop and implement training materials and train associates on all procedures, policies, and guidelines.
To be successful in this role, you will need:
- Bachelor's or higher degree preferably in Engineering or Science.
- 5+ years of related experience as a Senior SME or Lead in a medical device or regulated industry.
- Strong product improvement drive and passion for customer satisfaction, patient safety, and quality applied to daily work.
- Good analytical skills and process improvement capabilities with the ability to resolve complex issues in creative and effective ways.
- Strong regulatory writing and audit communication skills.
- High engagement, motivation, and flexibility.
- Working knowledge of appropriate global medical device regulations, requirements, and standards.
We are a health technology company built around the belief that every human matters. 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 the lives of others.
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