The PMS Complaint Handling Investigator is responsible for meticulously reviewing, documenting, and maintaining complaint records in compliance with regulatory standards, conducting investigations and facilitating continuous improvement initiatives, and collaborating with stakeholders to ensure comprehensive data gathering and analysis for informed decision-making. The role applies suitable coding to enhance data organization and analysis, enabling swift resolution and insights for improving procedures. The role compiles and presents records at management review meetings for comprehensive discussion and decision-making.
Your role:
Review, analyze, and document customer complaints with accuracy and compliance, following established processes and regulatory requirements.
Maintain detailed investigation records and resolution actions that support post‑market surveillance and drive product and process improvements.
Assess complaint intake across multiple channels, perform duplicate checks, and ensure high data integrity in all records.
Conduct Good Faith Efforts (GFE) to gather additional information when needed, collaborating with cross-functional stakeholders to close each case thoroughly.
Apply proper complaint coding to organize data, support analysis, and generate insights that help reduce recurring issues and enhance customer satisfaction.
Identify routine, mid‑complexity issues and escalate cases when necessary to Level 2 or Level 3 Investigators.
Prepare and present records during daily management review meetings, contributing to informed decision‑making across the organization.
Requirements:
- Bachelor's Degree in Bachelor's Degree in Sciences, Healthcare Management, Industrial Engineering, Supply Chain Management or equivalent.
- Fluent English - communication, reading and writing
- 2-3 years of experience working with Complaints or post market in the quality area
- Previous knowledge of complaint handling processes.
- Familiarity with digital tools and global record-keeping systems.
- Prior experience in the medical device or regulated industry (highly desirable).
- Good understanding of severity levels and risk classification.
Please insert your resume/CV in English.
How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
This role is an office/administrative role based in Panama.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and 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.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.
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What We Do
Do the work of your life to help the lives of others. As a leading health technology company, it is our purpose to improve people’s health and well-being through meaningful innovation. Our goal is to improve 2.5 billion lives per year by 2030. We also strive to be the best place to work for people who share our passion, by promoting personal development, inclusion and diversity while acting responsibly towards our planet and society.
