Posted on Oct 12th 2019

Field Quality Engineer


Full time



Posted on Oct 12th 2019


Full time



Job Title

Field Quality Engineer

Job Description

In this role, you have the opportunity to

  • Evaluate and resolve complaints, initiate CAPAs, analyze complaint data, gather additional data as needed, and provide feedback to the development and manufacturing teams on potential product improvements, product defects, and safety evaluations.

You are responsible for:

  • Work with a variety of diverse persons within the company such as Engineers, Scientists, Field Service & Application Engineers, and Manufacturing personnel to facilitate the complaint handling process globally.
  • Evaluate customer feedback, service records, and other sources of customer and internal for possible complaint.
  • Initiate complaint in process and applicable tool.
  • Evaluate incoming data and determine if it is sufficient to understand the nature of the complaint, Communicate with customers, call center reps and FSEs to gather more data on complaints as needed.
  • Confirm complaint condition and determine corrective action (including CAPA as needed)
  • Communicate with complainant as needed to follow up on and resolve complaint; follow up with end user/customer via complaint submitter when needed
  • Assess if the Risk assessment is covering the hazard in the complaint
  • Complete all needed records in a timely and accurate manner
  • Provide result and direction to the team regarding the key areas of improvement in FCR, CoNQ, Cash Out KPIs.
  • Provide timely report for Monthly Business Review Meeting (MBRM)
  • As an IPM owner and assign resolver for FCR and product related IPM

You are part of:

  • A professional Q&R Team with global exposure, you will be based in Shenzhen, reports to Sr. manager in Hong Kong.

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

  • Bachelor degree or above
  • At least 2 yrs. experience in Quality, customer service related functions; experience in customer complaint handling is preferred.
  • Fluent in English read-write and listening
  • Familiar with Office(Word, Excel, Powerpoint), especially macro and pivot table function in Excel
  • Basic Kitchen Appliance knowledge
  • Able to work under pressure, and deliver output in short period of time

In return, we offer you

  • A meaningful career, with new challenges in our dynamic organization, working in an encouraging multinational and multicultural environment. We are happy to provide you with this opportunity to work with new technologies. You will be surrounded by passionate and committed colleagues who share your ambition to create outstanding customer experiences. Your work will be ambitious and full of opportunities for growth. Variety and challenge will be part of your daily routines.

Why should you join Domestic Appliances?

Philips’ Domestic Appliances business is a global leader with EUR 2.3 billion in sales in 2019 in kitchen appliances, coffee, garment care and home care appliances, with successful products such as the Airfryer, Perfect Care Steam Generators, Automatic Coffee Machines with LatteGo and SpeedPro Max Aqua vacuum cleaner, and many more that are used by millions of people every day across the world. 

In January 2020, Philips announced that it would be considering new ownership options for Domestic Appliances, as it is not a strategic fit for the company’s future as a health technology leader, and committed to finding the right home for the business to ensure that it is set up for continued success serving customers, leveraging the Philips brand and driving growth across the markets that it serves. 

In its 128-year history as a leading innovator, Philips has had to reinvent itself a number of times to remain competitive. This has involved several high-profile divestments, resulting in the company’s successful track record in managing complex change of this scale.  Such transformations offer unique opportunities for employees to ‘make their mark’ and gain expertise in a specific and dynamic environment - those who can deliver results while navigating and contributing to changes will gain unique skills and perspective that will prove valuable for the rest of their careers.


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Over 125 years ago, Frederik and Gerard Philips started a small light bulb company in Eindhoven. Little did they realize that it would become a global force of innovation, committed to improving billions of lives worldwide. But it did. Today, Philips is a world leading health technology company with a vision to make life better for people worldwide through meaningful innovation. Making good on this promise depends on our passionate, inspirational, collaborative and diverse team. We have over 80,000+ brilliant people around the world but are always looking for more. Like-minded, motivated, focused minds to join us in creating a healthier, more connected society while tranforming themselves personally and professionally. Working at Philips is more than a job. It's an experience filled with unexcepted moments that will transform you in lasting and positive ways. Help us improve the world for the better while building a career that no one could have planned for. Even you.




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