Complaint Clerk Job Description Sample
Product Complaint Specialist
Valeant Pharmaceuticals International, Inc. is a diverse pharmaceutical company that is committed to focusing on our key stakeholders while delivering consistently high performance. Our values provide the overall direction for our company, and provide us with the tools necessary to rise to any challenge by leveraging our collective hard work and effort along with our unwavering competitive spirit. These values help us set goals based on our organization's potential and what we hope it will become.
Responsible for receiving, investigating, and responding to customer technical complaints including direct customer contact. Responsible for collecting data and preparing annual product reports. Provides detailed status reports and associated trending. Responsible for monthly metrics of complaints. Site liaison to Global Safety and Vigilance, and Customer Resource Center/Customer Service.
Receives and collects information on customer complaints from consumers. Communicates effectively with customers to obtain proper information. Responds to customers both verbally and in writing. Conveys a positive image of the company to customers.
Investigates complaints by coordinating laboratory testing and other investigatory methods. Gathers, examines, analyzes, and interprets information for investigation to determine proper conclusion. Perceives cause and effect relationships and considers all implications and outcomes; determines requirements for RC/CAPA issuance.
Prepares regular status reports for management to evaluate product quality trends and project status for Tampa complaints.
Site liaison to GSV, and CRC/CS.
Any other duties as assigned.
BS preferred (Natural Science area).
4+ years of pharmaceutical/FDA regulated facility or related field required.
Proficiency in computer operation
Ability to work independently and efficiently; good organizational and investigational skills; ability to follow detailed written procedures; able to handle multiple tasks simultaneously and prioritize accordingly;
Good communication skills, verbal and written; good analytical ability; ability to work well with others; good problem-solving skills; detail-oriented.
Be Aware of Recruiting Fraud
Valeant is an EEO/AA employer M/F/D/V.
Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.
To learn more please read Valeant's Job Offer Fraud Statement.
Position Purpose & Summary
The QN & Process Improvement Coordinator is responsible for Quality Notification entry and coordination for the customer and supplier related incidents for CCNA. The role will partner with multiple functions to outline Quality and Service Non-conformance, highlight performance trends, and implement corrective actions to enhance the BU's level of performance. The role will also be responsible for new customer setup in SAP, ensuring data profile accuracy and alignment with SAP support team. The position will also partner with the contracting team to address pricing/contracting trade execution errors derived from customer service and maintain performance metrics for the function.
70% - Customer & Supplier Incident Coordination
Customer and Supplier related Quality Notification incident report entry for Cargill Cocoa and Chocolate North America
Work as a liaison between customer service and other business functions to ensure tracking and appropriate activity is ongoing to ensure resolution of customer and supplier incidents.
Collaborates with all parties, including site Food Safety, Customer Service, Supply Chain, Contracting, Sales, Operations, etc. to ensure satisfactory resolution of Quality Notifications and enhanced performance is achieved.
Coordination and communication of business performance metrics related to customer and supplier incidents.
Coordinates and distributes Customer and Supplier Incident Reports to business functions and leadership.
Provide training and coaching on the incident management process.
Investigation and root cause analysis for service incidents.
20% - Process Improvement Activities
Analyzes data to identify trends and opportunities for continuous improvement.
Communicate data and trends to business partners and support departmental partner in the development and implementation of solutions.
Data quality – analyze data entered by end users, providing feedback for improvements.
10% - Other duties as assigned
This position is posted internally as well as externally
Equal Opportunity Employer, including Disability/Vet.
High school diploma or GED
Minimum of 3 years of operations, supply chain, customer service or related experience
Proficient with Word, Excel, and Outlook
Proven ability to work effectively in a self-directed role
Demonstrated written/verbal communication skills
Demonstrated problem solving and decision making skills while deploying sound judgement
Demonstrated ability to handle multiple tasks and prioritize (and re-prioritize) as needed and move between activities that require immediate response
Must be able to travel 10%
Associates or Bachelor's Degree
Effective team player
3 years in customer service understanding of markets, products, and players in the food service industry
Experience working with SAP
Well-developed conflict management skills
Demonstrated strong organizational skills
Ability to be self-directed and contribute to a high performing work team while being team and goal oriented
Ability to build relationships with functional stakeholders
Customer Quality (Cq) Complaint Analyst II
Ethicon Surgical Care, a member of Johnson & Johnson's Family of Companies, is recruiting for a Customer Quality (CQ) Complaint Analyst. This role will be based in Cincinnati, OH.
The Ethicon Surgical Care business offers a broad range of products, platforms and technologies-including sutures, surgical staplers, clip appliers, trocars and synthetic mesh devices-that are used in a wide variety of minimally invasive and open surgical procedures. Specialties include support for treatment of colorectal and thoracic conditions, women's health conditions, hernias, cancer and obesity. The Ethicon Surgical Care business combines products and services of two market leading legacy companies, both with long histories of medical innovation. Ethicon, Inc. based in Somerville, New Jersey, was founded more than 80 years ago as a pioneer in suture development and manufacturing, helping to transform the safety and electiveness of open surgery. Ethicon Endo-Surgery, Inc. was created 20 years ago in Cincinnati, Ohio, developing innovative devices that have driven the revolutionary shift from open to minimally invasive surgery that continues to lead the industry today. Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.
The purpose of the CQ Complaint Analyst is to receive product complaints through various communication modalities and process them within our complaint system in accordance with internal and external complaint handling procedures while demonstrating world-class customer support.
You, the CQ Complaint Analyst II is responsible for:
Ensuring complaint related information given to Ethicon via email or oral communication is captured and documented adequately to support key business stakeholders.
Demonstrating world class customer support and maintaining knowledge of Ethicon products and services.
Assessing, processing and closing complaint data within Ethicon's portfolio of internally and externally manufactured products in accordance with associated complaint handling procedures and CQ expectations.
Participating in assigned projects towards desired business outcomes.
Executing initial file reviews, making MDR decisions and managing non-reportable complaint files.
Manage customer account information, including contact updates, warranty, repair, & other service request
Complaint Processing Related:
Receive complaint from all possible sources which includes, but is not limited to:
Directly from the customer, Ethicon Sales rep and Affiliated International Contact (AIC) via submission of a completed User Facility MedWatch Form
Customer Service Related:
Provide adequate customer service with accurate information in a courteous and timely manner to help drive strong customer satisfaction
Ensure confidentiality of patient & customer information, as well as company confidential and proprietary information, during all customer interactions
Coordinate the return of devices to be analyzed and the replacement product requested by the customer
Maintain personal training documents in appropriate database or hard copy files
Support the implementation of CQ projects
BA/ BS degree required, a medical, technical or business focus is an asset.
Registered Nurse or Biomedical Engineer ideal, a plus.
A minimum of 2 years of professional experience is required
Experience handling product inquiries or complaints within a regulated industry is preferred
Comprehensive knowledge of medical terminology & surgical devices, preferred.
Knowledge of Medical Device Reporting, preferred
Desirable to have knowledge of statistical applications and auditing practices
KEY SKILL / KNOWLEDGE REQUIREMENTS:
Investigative & analytical critical thinking skills
Strong decision-making skills – able to make sound business decisions with sometimes limited information
Effectively manages work & time to produce desired outcomes (time management)
Able to multi-task and adequately deal with sudden changes in priorities
Strong written and verbal communication skills – specifically with the ability to effectively communicate with individuals in a clear, concise & effective manner
Knowledge of applicable quality, FDA (Food & Drug Administration) & ISO (International Organization for Standardization) requirements
Custom Applications (e.g. Data analytics software, Complaint Management e-system, Product Release and DHR database, etc.)
Electronic document management, archive & retrieval systems
Do you strive to join an outstanding team that is dynamic and ever-changing? Is career growth and opportunity appealing to you? Apply to this opportunity today.
Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.
Product Complaint Manager I Job
Date: Mar 12, 2018
Location: Marlborough, MA, US, 01752
Company: Boston Scientific
Purpose and Passion • Comprehensive Benefits • Life-Work Integration • Community • Career Growth
At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination and a deep caring for human life, we're solving some of the most important healthcare industry challenges. Together, we're one global team committed to making a difference in people's lives around the world. This is a place where you can find a career with meaningful purpose—improving lives through your life's work.
Product Complaint Manager I
About this role:
Responsible for the managing the Post Market Surveillance staff and all related compliance activities associated with complaint handling in both the Endoscopy and Urology/Pelvic Health divisions.
The scope of responsibility encompasses managing the complaint processes to comply with corporate procedures and applicable regulations (e.g. FDA 21 CFR Part 820.198, FDA 21 CFR Part 803, and ISO 13485:2003). Ensure site operational procedures support the corporate policies and guidance while also being aligned with all of the necessary regulations and standards.
Your responsibilities include:
Ensures efficient compliance to all applicable regulations through the implementation of a robust quality system and through communication/reporting to regulatory authorities.
Ensure departmental adherence to, and proper interpretation and complaint handling per the Code of Federal Register (CFR) and International Competent Authority regulations.
Monitors compliance with company policies and procedures (e.g. compliance with FDA, BSI, EEO regulations etc.).
Monitors daily work operations as well as overall quality of processing, decision making, and reporting.
Works with the Manager II to identify key department objectives and metrics; implements strategies to meet them.
Leads development of operational policies and procedures within the Complaint Management Center. Works cross functionally to ensure optimal processes exist to support upstream and downstream customer needs.
Leads process and quality improvement initiatives.
Interacts with internal and external customers, by meeting regularly, responding to requests and explaining procedures.
Develops direct reports by securing appropriate training, assigning progressively challenging tasks, applying disciplinary action as appropriate and conducting formal written and verbal performance reviews.
Implements a staffing plan by identifying resource requirements, writing justifications for additional personnel, obtaining approval for changes, and coordinating the selection process with Human Resources.
Builds strategic partnerships to further departmental and organizational objectives.
What we're looking for in you:
Bachelor's degree plus 4+ years of related work experience or an equivalent combination of education and work experience.
Experience in medical device products and/or Post Market activities
Strong management and communication skills
Solid understanding of FDA 820/803 and ISO 13485 regulations
Strong analytical and problem solving skills, including the ability to identify and implement novel solutions to meet business needs
Ability to respond effectively and efficiently to changing demands
Demonstrated ability to motivate, lead, make decisions, and work in cross-functional teams
Strong organizational skills; can orchestrate multiple activities at once to accomplish goals as well as use resources effectively and efficiently
As a global medical technology leader for more than 35 years, our mission at Boston Scientific (NYSE: BSX) is to transform lives through innovative medical solutions that improve the health of patients. If you're looking to truly make a difference to people both around the world and around the corner, there's no better place to make it happen.
Boston Scientific is an Equal Opportunity Employer – Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Disability, Veteran
Requisition ID: 417893
Nearest Major Market: Boston
Job Segment: Gastroenterology, Medical, Law, Medical Technology, Manager, Healthcare, Legal, Management
Product Complaint Specialist
At Spacelabs Healthcare, we are on a mission to provide continuous innovation in healthcare technology for better clinical and economic outcomes. Our scalable solutions deliver critical patient data across local and remote systems, enable better-informed decisions, increase efficiencies, and create a safer environment for patients.
Why work at Spacelabs? Because lives depend on you!
The Product Complaint Specialist III will be responsible for receiving, evaluating, processing and researching to root cause or failed subsystem, the customer/product complaints for Spacelabs Healthcare manufactured and distributed products as required by regulatory standards and company policy. This position requires understanding of FDA regulatory obligations and compliance within the scope of 21 CFR part 820.198, as well as familiarity with report ability evaluation (RE's) and Medical Device Reporting (MDR's) as well as a good working knowledge of electronic circuits and network infrastructures. Ensuring compliance with all company policies, procedures and guidelines is essential at all times. Product Issue Specialist III will also be responsible to perform investigations into possible patient risk or incident reports. This will entail ability to clinically interact with field personnel as well as clinical staff.
Partners with sales, marketing, R&D, Field Service Engineers and manufacturing departments to resolve product problems and provides feedback to customers as needed.
Handles complaints received according to regulatory requirements, and Spacelabs policy and quality systems requirements. Complaint documentation must be thorough and complete, detailing sample requests, receipt, evaluation, and investigation.
Accountable for outstanding service to all external and internal customers.
Takes initiative and action to respond, resolve, and follow up on all customer/product complaints in a timely manner. Communicates directly with customers to gather additional information required for Reportability evaluations, Medical Device Records (MDR's) and complaint initiation/investigations, including the retrieval of product samples and equipment for evaluation. Notifies customer of receipt of product inquiry/complaint and provides support as required.
Assures complaints from written, electronic, and oral communications are entered into the complaint handling data base in accordance with procedure. Confirms appropriate product complaint symptom codes are used based on the information available, and updates these codes as required when more information is discovered.
Performs and assists timely completion of investigations, completion of all complaint tasks and ensures that the required information is contained in the record prior to submitting for closure.
Applies knowledge of medical device regulatory requirements in order to support the MDR reporting process and identifying reportable events as they are received.
Ensures appropriate escalation of issues that cannot be resolved or that require management intervention in a timely manner, facilitating smooth transition of all such issues within the team, or to external departments as appropriate.
Performs queries to provide complaint data and ad hoc trend analysis on reported product problems/complaints when requested or required. Creates reports/metrics/graphs and presentation material for management.
Ability to write clear and concise response letters to customers concerning incidents involving Spacelabs products.
Travel into customer accounts may be required, but is not expected to exceed 5%.
Uphold the company's core values of Integrity, Innovation, Accountability, and Teamwork.
Demonstrate behavior consistent with the company's Code of Ethics and Conduct.
It is the responsibility of every Spacelabs Healthcare employee to report to their manager, or a member of senior management, any quality problems or defects in order for corrective action to be implemented and to avoid recurrence of the problem.
Duties may be modified or assigned at any time to meet the needs of the business.
Bachelor's degree in biomedical engineering, or related technology degree; or 4 years related experience.
Minimum of 5 years work experience with medical devices, or experience in complaint handling.
Incident/Escalation, Management and demonstrated experience supporting and troubleshooting networked medical devices deployed throughout hospital systems is highly desired.
Experienced user in Windows and Microsoft Office is essential
Excellent interpersonal and communication skills written and verbal, demonstrated by the ability to: listen and empathize with others; convey confidence; provide exemplary levels of service; resolve conflict effectively; collaborate with and facilitate small groups. Exceptional writing and oral communication skills – be able to convey complex information in clear executive summaries for diverse audiences.
Candidates should have a passion for providing extraordinary customer service and a knack for diffusing tense customer situations, putting customers at ease and instilling them with confidence in our ability and attention to detail
Demonstrated success as a highly creative, skilled technologist and problem solver with the skill set to drill a problem down to a root cause or subsystem level.
Team player who demonstrates positive, constructive interpersonal and strong organizational skills.
Self-motivated and able to work productively with minimal direction.
Customer Product Issue Specialist III will also require high skill level in written and oral communication involving customer responses, both in the form of letters as well as investigations.
Equal Opportunity Employer
EEO is the Law
Poster Link: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.
Equal Opportunity Complaint Investigator (12891)
Position Summary: The Equal Opportunity Complaint Investigator will conduct investigations of complaints of discrimination and unlawful harassment pursuant to federal, state, and local EEO laws and the DOE's Non-Discrimination policy. Performs related work.
Reports to: Executive Director of the Office of Equal Opportunity & Diversity Management
Key Relationships: Serves as a liaison between DOE and outside entities that request complaint file information, including the Corporation Counsel, Special Commissioner of Investigation and the Office of Legal Services. Collaborates, when necessary, with the Office of Special Investigations regarding overlapping investigative issues.
Provides over-the-phone and walk-in complainants with information regarding Department of Education (DOE) Non-Discrimination Policy and internal complaint procedures.
Conducts interviews of all relevant parties to a discrimination complaint; including the complainant, the respondent, witnesses, students, parents of students, and staff members. School-based investigations may require travel to schools in any of the five boroughs. Interviews complainants, converting oral allegations to written format.
Analyzes complaints, develops investigative plans, conducts fact-finding, reviews documents, conducts related research, prepares related correspondence, and submits confidential reports containing investigative findings.
Assists in the administration and input of data into the Master Complaint Log database.
Contributes to the coordination and completion of any reports mandated by federal, state, and local agencies, such as the Equal Employment Practices Commission (EEPC) report.
Assists in the analysis and/or preparation of reports indicating complaint trends based on data collected.
Reviews and analyzes the Department of Education's affirmative action/equal opportunity programs and reports; provides technical assistance in their implementation through on-site compliance reviews; trains agency personnel in all relevant equal opportunity laws and regulations.
Assists in the preparation, dissemination and implementation of rules, regulations, procedures and guidelines related to the review of internal complaints of alleged discrimination.
May serve as the Unit Chief of the Complaint Unit. If serving in this capacity, Unit Chief responsibilities will include:
supervising a team of investigators;
reviewing intake forms to assess complaints;
assigning complaints for investigation;
writing investigative reports;
monitoring investigations and providing guidance as needed;
investigating complicated/ high profile cases;
reviewing/editing investigative and administrative closure reports;
reviewing case intakes for articulation of discrimination and jurisdiction;
responding to case and jurisdictional inquiries from DOE employees, other agencies, and the public;
serving as a liaison between unions and other government offices;
training OEO staff on investigative process and techniques, report writing, office policy, and intake;
preparing training materials for new hires;
conducting monthly case reviews with investigators;
managing the OEO's fleet of vehicles;
referring cases to the Administrative Trial Unit or supervisors for disciplinary action;
providing monthly investigative data and compliance reports to Executive Director; and
working to ensure compliance with the Non-Discrimination Policy and internal complaint procedures.
A baccalaureate degree from an accredited college and five years of full-time satisfactory professional experience in one or more of the following fields: equal employment opportunity, human rights, community relations, law, social services, education, investigation, human resources or public relations.
A four-year high school diploma or its educational equivalent and nine years of full-time satisfactory professional experience as described in " 1 " above; or
Education and/or experience equivalent to "'1" or "2" above. However, all candidates must have a four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and two years of full-time satisfactory professional experience as described in " 1 " above.
Special Note To be eligible for placement in Assignment Level II, individuals must have, in addition to meeting the minimum qualification requirements, one year of supervisory experience in one of the fields listed in "1." in the above Qualification Requirements, or one year of experience as an Equal Rights Compliance Specialist – AL I.
Strong writing, negotiation and organizational skills.
Internal candidates preferred.
(Internal candidates who are selected for this position and who currently hold comparable or less senior positions within the DOE will not make less than their current salary.)
Please submit a resume and cover letter with your application.
Applications will be accepted until position is filled.
NOTE: The filling of all positions is subject to budget availability and/or grant funding.
AN EQUAL OPPORTUNITY EMPLOYER
It is the policy of the Department of Education of the City of New York to provide educational and employment opportunities without regard to race, color, religion, creed, ethnicity, national origin, alienage, citizenship status, age, marital status, partnership status, disability, sexual orientation, gender (sex), military status, prior record of arrest or conviction (except as permitted by law), predisposing genetic characteristics, or status as a victim of domestic violence, sexual offenses and stalking, and to maintain an environment free of harassment on any of the above-noted grounds, including sexual harassment or retaliation. Inquiries regarding compliance with this equal opportunity policy may be directed to: Office of Equal Opportunity, 65 Court Street, Room 1102, Brooklyn, New York 11201, or visit the OEO website at http://schools.nyc.gov/OEO
Consumer Complaint Investigator II
Upon appointment, employees in this class may be required to maintain a valid driver's license and required to drive a licensed vehicle. This status may be necessary for the length of time in this class.
If this is necessary it will be listed in the specific position description for that position. Applicants and employees in this job title may be required to submit to a drug screening test and background check. Applicants and employees in positions which perform job duties that may require contact with offenders in the custody or supervision of the Department of Corrections or with youth in the care, custody, or supervision of the Department of Juvenile Justice must meet qualifications pursuant to the federal Prison Rape Elimination Act, 28 C.F.R.115.17 and 115.317.Performs professional level work for the Division by examining, evaluating, and investigating complex, unique, and controversial complaints received from the general public.Performs professional level work of a unique, controversial or technical nature in the examination, evaluation and investigation of program compliance to detect potential violations of laws and regulations, and to mediate compliance violations where legal action is not appropriate; and performs other duties as required.
Customer Complaint Coordinator
Job Description: Job ID: IMP000536
Implant Direct is one of the fastest growing major dental implant companies in the world today. We're one of the many operating companies within Danaher Corporation's dynamic portfolio of dental companies.
Implant Direct operates a state of the art manufacturing facility in Thousand Oaks, California. We manufacture and distribute a broad range of value priced surgical, prosthetic and regenerative solutions to dental professionals in the US, Canada, and around the globe. We design and develop products which make high quality implants more accessible to patients around the world. We educate dentists on how to place implants and improve their patient care.
If you are interested in working in a lean, fast moving, entrepreneurial environment where you can learn, grow and make a difference, join us at Implant Direct.
JOB SUMMARY: Under general direction, the Customer Complains Coordinator is responsible for maintaining all record-keeping functions related to Customer Complaints; prepares reports and coordinates activities associated with complaints with various departments/functions (e.g. product returns area, Accounting, and QA).
Maintain and complete all Customer Complaint/Feedback files for all Implant Direct locations.
Ensure complaints are closed in a timely fashion and all records are within compliance to regulatory standards.
Coordinate specific customer returns relevant to complaints and ensure inspections and evaluations are documented and completed in a timely fashion.
Prepare and distribute reports documenting the results of customer complaint returns to Accounting, QA and Executive Management.
Prepare and maintain reports on complaint volume/type. Special emphasis on trend spotting for specific products or types of products for the purposes of regulatory/mandatory reporting to Regulatory agencies
Work with Management to determine candidates for mandatory agency reporting (FDA, EU)
Prepare required documentation for mandatory reports.
As needed, document and quarantine returned products as required.
Provide clerical support with FDA / QSR, ISO 13485:2003, CMDCAS, TGA, MDD compliance.
Assist in the development of new procedures.
Under the direction of Management, assist with other department short-term assignments and / or projects.
MINIMUM REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to acquire and attain a good working knowledge of FDA/QSR (21 CFR Part 820), ISO 13485, and EN 46001, MDD Annex I and II requirements, TGA standards, PMD (Japan) standards, KFDA (Korea), and CMDCAS (Canada).
Must be Hepatitis B Vaccinated or have a waiver on file.
EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED) required; some college preferred; minimum four (4) years related clerical experience or equivalent combination of education and experience.
LANGUAGE SKILLS: Ability to clearly communicate and write reports and business correspondence in English. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and other key members in the company while maintaining a high level of professionalism.
REASONING ABILITY: Ability to apply common sense understanding to carry out detailed sometimes involved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
OTHER SKILLS and ABILITIES:
Strong organizational skills.
Ability to read, understand and retain extensive working knowledge of procedures and company documents.
MS-Office Applications. Knowledge of Google Enterprise a plus.
Knowledge of computer files management; QCBD preferred
Able to produce positive results with a strong sense of urgency and ability to multi-task.
Strong interpersonal skills.
Knowledge of Quality System Requirements and Standards.
Must be Hepatitis B Vaccinated or have a waiver on file
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to climb stairs, stand, walk, sit, reach with hands and arms, and talk or hear.
The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Implant Direct offers competitive compensation
and a generous benefits package. Benefits include: Medical and dental, vision
insurance, 401(k) plan with employer match, group term life & AD&D,
Flexible Spending Account, Employee Assistance Program, Flexible Spending
Accounts, and paid vacation and holidays. Please visit our website at
www.implantdirect.com for more information about our innovative company.
Implant Direct is an equal opportunity employer.
We evaluate qualified applicants without regard to race, color, national
origin, religion, gender, age, marital status, disability, veteran status,
sexual orientation, gender identity, or any other characteristic protected by
law. We maintain a drug-free workplace and perform pre-employment substance
Danaher Corporation Overview
Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.9B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,300% over 20 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Quality Technician – Complaint Handling: Portage, MI - 29084Br - EN
Job Description:Position Summary:
Responsible for timely and thorough complaint investigation and closure.
Conduct Complaint follow-up and investigation in a timely fashion
Communicate with Customers, Field Service Technicians, and Sales Account Managers to gather information necessary to conduct complaint investigations
Participate in risk management updates based on Complaint Handling data
May conduct trending of Complaint Handling data
Work with multi-functional teams (Ex: Operations, Manufacturing Engineering,
Field Service, and Sales) to identify root cause and drive resolution for complaints.
Track and meet Corporate, Divisional and Team Complaint Handling metrics
Contribute to RMA (room management):
Tracking of returned parts
Disinfection and organization of parts in the room
Handle inquires and data requests where appropriate from Sales Reps, Service Techs,
Tech Support, Operations and Customer Care
Job Requirements Position Requirements (Education, Special Training, Certifications):
High school education or equivalent
Competent with Microsoft Office (Outlook, Excel, Word, etc.)
Must possess impeccable oral and written communication skills
Possess attention to detail
Previous technical writing skills preferred
Eagerness to assist internal and external customers
Manage tasks in a timely manner
Experience with GD&T and Statistical Analysis Capability highly desirable
Complaint Analyst II (Bedminster NJ)
Complaint Analyst II (Bedminster NJ)
JR000008191 Complaint Analyst II (Bedminster NJ) (Open)
US Specialty Brand Headquarters - USA501
SUMMARY OF POSITION:
This position reports to the Senior Manager, Product Monitoring-Critical Care. This position is responsible for opening and closing Commercial Complaints and for determining trends, processing metrics, and processing complaints through the system in a timely manner. Responsible for ensuring timely investigations and closure
Capture, review, and analyze product complaints
Comply with relevant global product quality related guidelines, standards, and regulations regarding the receipt, review, investigation, and reporting of product experiences
Collaborate with field service, quality, and manufacturing site personnel
Initiate and coordinate investigations for complaints and MDRs
Collaborate with colleagues, domestic and international
Conduct trend analyses for product monitoring
Prepare and deliver accurate reports of product performance
Identify potential product performance issues and alert appropriate management personnel when needed
Work in conjunction and effectively communicate with various departments, including R&D, Engineering, Marketing, Medical Affairs, Technical Service, and Customer Care
Provide support, as assigned, during audits and regulatory inspections
Perform other duties as assigned
Bachelors degree required
1 or more years' experience in medical device, biologics, and/or pharmaceutical manufacturing required; Knowledge of regulations and standards (CFR, MDD, QSR, GMPs, ISO 13485, CMDCAS, etc.); as they apply to complaint management desired; Knowledge of the concept of MDRs desired; Excellent interpersonal, written English, and oral communication skills; Ability to interface with both technical and non-technical personnel at all organizational levels; Ability to read and understand technical documentation including Service Orders and investigations; Ability to understand the device and drug operations desired; Demonstrated organizational, problem-solving, and analytical and time management skills desired
Proficient with Microsoft Office (Excel and PowerPoint)
Ability to learn Corporate systems;
Knowledge of databases and ERP systems is desired
RELATIONSHIPS WITH OTHERS:
This position reports to the Sr. Manager Customer Complaints. May be required to provide information and reports to sales and manufacturing representatives.
This position works primarily in and office type environment. Use of computer and phone is daily.
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this position.
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