Job Description

Summary: The primary responsibility of this position involves the daily management of commercial Product Quality Complaints. The daily management of complaints may include, but not limited to, complaint file creation, identifying trends, processing metrics, ensuring timely investigations, and closing complaints through the system in a timely manner.

This position works in an office type environment. Long periods of sitting are required. Use of computer and phone are required on a daily basis.

Skills:
• Bachelor degree required; in a Science, Math or Engineering related field is preferred
• 0-2 years of experience in a medical device, biologics, and/or pharmaceutical organization is desired
• Experience in a regulated cGMP environment is desirable
• Knowledge of regulations and standards (21CFR 820, 21CFR 803, 21CFR 210/211, MDD, ISO 13485, CMDCAS, MDSAP, EU MDR, etc.); as they apply to complaint management is desired
• Demonstrated organizational, problem-solving, analytical and time management skills is desired

Job Responsibilities:
• Capture, review, and analyze product complaints
• Communicate with customers directly via phone and email
• Identify customer feedback related to services, products, and processes
• Comply with relevant global product quality related guidelines, standards, and regulations regarding the receipt, review, investigation, and reporting of product experiences
• Identify and understand the differences between product quality complaints, adverse events / incidents, medical information request, customer feedback, and regulatory agency requests
• Collaborate with Field Personnel, Quality, Engineering and/or Operations personnel to process complaints in a timely fashion
• Initiate, coordinate, review and summarize investigations for complaints
• Perform product return evaluations, as required
• Identify potential product performance issues and alert the appropriate Management personnel, as required
• Escalate quality and/or safety concerns reported / experienced by the customer
• Work in conjunction and effectively communicate with various departments, including R&D, Engineering, Marketing, Medical Affairs, Technical Service, and Customer Care
• Provide support during audits and regulatory inspections, as required
• Perform other duties as assigned

Additional Information

All your information will be kept confidential according to EEO guidelines.