Location: Łódź
Job Description
Philips is a diversified Health and Well-being company, focused on improving people’s lives. As a world leader in healthcare and lifestyle, Philips integrates technologies and design into people-centric solutions, based on fundamental customer insights.
New Centers of Excellence in Łódź, Poland
At Philips, we have a 125 year history of creating meaningful innovation. These innovation and the quality of our products but also our services has always been a top priority.
Within our Centers of Excellence we bring together supporting roles within Finance, Procurement, Customer Service, Supply Chain and HR. Enabling you to have a career in an international, cross functional environment.
Currently we have the opportunity for 2 dynamic, English speakers, Quality Assurance Analyst / Customer Service Supports to join our team in Łódź. They will be responsible for compliance review and symptom coding the Service field information (call records & service events) and forwarding it through the quality system tools for further investigation by Business Units.
Your responsibilities
Being part of the Customer Service Team your tasks will include:
- Review Service Work Orders (SWO), other relevant documented service events and feedback to ensure feedback/complaint process compliance.
- Submit and further process feedback received via toll free number.
- Investigate & evaluate SWO in a prescribed time.
- Correctly code SWO with the aim to provide trending information necessary for product quality monitoring.
- Set Become Aware date for potential safety events
- Ensure the correct translations (from local language into English) of SWO’s requiring further investigations by Business Units.
- Assist and coach Customer Care Centers coordinators, Field Service Engineers and Application Specialist in awareness of potential safety events and accurate documentation of Service events.
Quality & Regulatory
- Follow all relevant business and Q&R policies and procedures and when requested participate in reviews and follow-up actions
Your team:
Under the umbrella of Royal Philips, Philips Customer Service Centre of Excellence based in Łódź, performs operational and administrative activities supporting, among others the Quality and Regulatory function of the company at a global level.
You will have the opportunity to develop your career in an award winning multinational organization rich in 125 years of innovation and success. You will be surrounded by energetic professionals and evolving in a friendly and dynamic atmosphere.
Use your talents to help creating a healthier society. Join us at the Philips Customer Service Centre of Excellence and have a positive impact on people’s lives!
This position reports into the Customer Service Operations Manager and in dotted lines to Quality and Regulatory Manager.
We are looking for:
- Degree level education or equivalent
- Experience in Customer Services or Customer relations
- Experience in coaching would be an advantage
- Ability to work under pressure, ability to prioritize
- Comprehensive and working experience in regulated environments would be a plus (preferred for pharmaceutical & medical environment, ISO 9001, 13485, FDA 820.200 (servicing) and 820.198 (complaint files), and other worldwide regulations- e.g. JPAL, CAMCAS.
- Experience in maintenance and troubleshooting of technical systems would be a plus
- Experience and in-depth knowledge of customer service operations including field operations is highly desirable.
- Strong Interpersonal skills required in interactions with internal and external customers.
- Ability to multi-task and work in a fast-paced environment. An ability to prioritize tasks while maintaining a high degree of data entry accuracy is essential.
- Good organizational skills and aptitude for details.
- Ability to work under minimal supervision on day-to-day activities while maintaining a high degree of accuracy/attention to detail
- Minimum of one year of similar work experience.
- Dynamic and customer oriented mind-set
- Good level of English (verbal and written) is essential in addition to local language
Our offer
We offer the unique combination of a critical and challenging role and a creative and empowering office environment. You will be actively encouraged to make improvements, establish best in class service and have a direct impact on the success of Philips on a daily basis.
- Yearly bonus based on performance achieved.
- Private medical care with option to extend it to family members.
- Benefit System cards.
- Discount for Philips’ products.
- Relocation package applicable for people moving in from outside of Łódź region.