Complaint Evaluation Officer Job Description Sample
Complaint Triage Officer
The Complaint Triage Officer (CTO) is part of a multidisciplinary team operating under the general direction of the Chief Compliance Officer, with additional support and direction from Human Resources, Legal and other leadership. This position will review and/or investigate complaints from customers.
ESSENTIAL JOB FUNCTIONS
Plans, executes, and documents investigations related to allegations of misconduct or policy violations.
Performs interviews and other investigative responsibilities independently and exercises discretion with issues such as how to best conduct interviews and which team members must be present.
Creates the record upon which management will base employment decisions.
Conducts a "triage" process for consumer complaints, reviewing allegations of improper or unethical conduct by Company representatives, helping to ensure that all are following the Company's Code of Conduct and relevant policies.
Prepares succint reports summarizing the results of the triage process for presentation to functional leaders that will make organizational decisions based on the results.
Receives intensive post-hire training in interview tools and techniques, as well as industry best practices, to address any deficiency in these areas.
Completes all required Company trainings and compliance courses as assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned.
- Associate degree or equivalent experience in related field.
A minimum five (5) years of experience in the compliance field required.
No supervisory experience required.
- This position does not include any supervisory responsibilities.
LICENSE & CERTIFICATIONS
- This position does not require licenses or certifications.
SKILLS & ABILITIES
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
Specific skills and abilities include, but are not limited to the following:
Clear and concise communication skills; a calm, tactful, and objective approach to ascertaining facts and delving into uncomfortable issues.
Ability to understand complex fact scenarios, as well as to tolerate ambiguity and draw fine distinctions.
Must be a fast learner, able to absorb and follow instruction from the team's advisors in Compliance, Legal, HR, and other functional areas.
Accuracy, discretion, and impartiality are of paramount importance.
Strong mental focus, work ethic, and attention to detail, as well as meticulous record-keeping practices.
Familiarity with the vacation ownership (i.e., timeshare) industry—particularly in sales, telesales, customer service, quality assurance (QA) or comparable roles.
Computer proficiency in Microsoft Word, Excel, and Outlook.
Excellent customer service skills.
Proficient in time management; the ability to organize and manage multiple priorities.
Ability to take initiative and effectively adapt to changes.
Recognizes an emergency situation and takes appropriate action.
Able to establish and maintain a cooperative working relation.
Ability to interpret and create spreadsheets.
Able to use sound judgment; work independently, with minimal supervision.
Strong analytical and problem solving skills.
Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
Performs well with frequent interruptions and/or distractions.
Senior Complaint Resolution Officer (6061U) #24111
The University of California, Berkeley, is one of the world's most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley's culture of openness, freedom and acceptance—academic and artistic, political and cultural—make it a very special place for students, faculty and staff.
Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at http://jobs.berkeley.edu/why-berkeley.html.
The Complaint Resolution Officer, Office for the Prevention of Harassment and Discrimination (OPHD) is responsible for ensuring the University provides an environment for students, faculty and staff that is free from discrimination, harassment and hostile environments based protected categories outlined in state, federal and university non-discrimination statutes and policies, including sex, gender, sexual orientation/identity, race, color, national origin, religion, age etc. The Complaint Resolution Officer is responsible for implementing the UC Policy on Sexual Violence and Sexual Harassment and Complaint Resolution Procedures for faculty, staff and students, the UC Nondiscrimination Policies applicable for faculty, staff and students, the campus and the Berkeley campus Policy on Conflicts of Interest Arising Out of Consensual Relationships.
Involves oversight of the key compliance related activities affecting the ongoing establishment and maintenance of a culture of safety, non-discrimination, and acceptance at the University of California. Includes compliance governance, policies and procedures, training and education, communication and reporting, internal monitoring, and auditing. Recommends response, prevention, and disciplinary standards for compliance issues. Ensures alignment with applicable laws and ethical standards of the organization.
Conduct highly confidential investigation involving UCB staff, academic appointees, students, other community members and applicants; produce summary of findings reports of complaints brought forward by students, faculty or staff under the UC Sexual Violence and Sexual Harassment Policy and Procedures and other applicable nondiscrimination policies.Make recommendations for appropriate discipline, sanctions and programmatic responses from department administration, according to established policies and procedures. Consult with adjudication review bodies, Chancellor's designate reviewers, and participate in disciplinary hearing processes as appropriate. Act as a liaison in joint investigations with other location resources. Participate in litigation processes as appropriate, e.g., consultations with litigation defense teams and deposition or court testimony.
Make high level contacts of a sensitive nature, internally and externally requiring discretion and diplomacy in order to negotiate with or persuade officials to adopt the proposed solution. This position's caseload focuses on the most technically and complex and politically sensitive matters, such as those involving one or a number of the following factors: respondents who are ladder rank faculty, senior level administrators, athletic coaches; egregious, potentially criminal conduct; concurrent law enforcement investigation; and concurrent or likely litigation.
In addition to conducting and providing guidance on investigations, determine the need or opportunity for alternative resolution strategies to resolve complaints of discrimination and harassment. Provide guidance to OPHD Complaint Resolution Officers on the same. These cases involve the same experience and judgment with regard to risk management, expert knowledge of applicable policies and laws, attention to detailed communication and documentation, and expert communication skills as that required for formal investigations with policy findings. Alternative resolutions are often delicate and complex processes requiring careful planning and monitoring. Implements courses of action according to established policies and procedures.
Supporting the Associate Director, provide ad hoc guidance to OPHD complaint resolution officers on complex, challenging issues that arise during their investigations and alternative resolutions.
OPHD operational projects, e.g.:
Assist the OPHD Title IX Officer and Deputy Title IX Officer in the response to external reviews and audits from external civil rights agencies, e.g., the Dept. of Education's Office for Civil Rights and the Office of Federal Contract Compliance Programs, EEOC and California's DFEH, as well as other federal and state agencies, e.g., NASA, DOE, NSF, etc.
Assist Title IX Officer and Deputy Title IX Officer in athletics compliance monitoring projects, as well as training and briefing for Intercollegiate Athletics and Recreational Sports management.
Research best practices in one or more nondiscrimination areas, develop in-service education
Collaborate with campus partners in campus education programs focusing on SVSH response and prevention
Develop subject matter content for website and other OPHD communications
Assist the OPHD Title IX Officer and Deputy Title IX Officer in the response to external reviews and audits from external civil rights agencies, e.g., the Dept. of Education's Office for Civil Rights and the Office of Federal Contract Compliance Programs, EEOC and California's DFEH, as well as other federal and state agencies, e.g., NASA, DOE, NSF, etc.
Makes recommendations to the Title IX Officer and Deputy Title IX Officer regarding the development and implementation of critical coordinated response systems.
Leads campus committees and workgroups as needed to address policy issues, complaint response systems, and educational programs.
Keeps abreast of best practices in advanced investigation techniques. Participates in professional development to maintain and enhance technical and subject matter expertise..
Bachelors degree in related area and/or equivalent experience/training
Minimum 5 of years' experience in conducting complex workplace and/or student investigations.
Thorough knowledge of higher education processes, protocols and procedures or experience with a similarly complex organization.
Intermediate to advanced knowledge of common campus-specific computer applications.
Advanced analytical/problem-solving skills.
Advanced communication and interpersonal skills to communicate effectively with all levels of staff and influence, both verbally and in writing. Demonstrated ability to present investigation findings and make recommendations in a clear, concise manner both in writing and verbally, to peers, unit supervisors and campus leaders.
Ability to apply appropriate policies and practices in the completion of ethics and compliance assignments. Skills in critical decision making.
Ability to multi-task with demanding timeframes.
Proven ability to use discretion and maintain confidentiality.
Broad and advanced knowledge in the following areas : campus or organizational Title IX policies and procedures; nondiscrimination policies; relevant employment policies and disciplinary procedures for staff or academic employees, and/or students; applicable federal and state regulations and guidance in a large higher education environment or comparable-sized organization.
Experience conducting sensitive interviews with complainants, respondents and witnesses in cases with emotionally charged fact patterns.
In-depth abilities in collaboration, facilitation, and strategic and creative thinking.
Thorough understanding of the interrelationship of procedures and desired results.
Excellent interpersonal and problem solving skills to work independently with all levels of University personnel, including management and faculty, and to facilitate agreement on issues and corrective actions.
Training in trauma-focused approaches to investigation
Title IX compliance certification - preferred
Salary & Benefits
Salary will be commensurate with experience.
For information on the comprehensive benefits package offered by the University visit:
How to Apply
Please submit your cover letter and resume as a single attachment when applying.
Position will remain open until filled.
Conviction History Background
This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
This position has been identified as a Mandated Reporter required to report the observed or suspected abuse or neglect of children, dependent adults, or elders to designated law enforcement or social service agencies. We reserve the right to make employment contingent upon completion of signed statements acknowledging the responsibilities of a Mandated Reporter.
Equal Employment Opportunity
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant see: http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
For the complete University of California nondiscrimination and affirmative action policy see:
Senior Research & Evaluation Officer
The Johns Hopkins Bloomberg School of Public Health Center for Communication Programs (CCP) uses social and behavior change communication, knowledge management, research and evaluation, and capacity building, to inspire healthy behaviors worldwide.
The Sr. Research & Evaluation Officer (SREO) leads complex and rigorous research and evaluation activities for socio-behavioral change and health communication programs. He/She works collaboratively with interdisciplinary teams in Baltimore and staff in CCP field offices to refine existing, and to develop and test new theories of communication and behavior change to advance SBCC program effectiveness, promote normative change and achieve improvements in public health. The SREO designs new approaches and tools to collect quality research data and promotes their use in SBCC research. He/She advises on, supervises and conducts complex qualitative, quantitative and mixed methods research and uses advanced and new methodologies. SREO advises on and supervises the technical work of Baltimore and local research staff and alike in-country partners, and develops and conducts formal instructional activities for internal and external audiences to build capacity in SBCC research, evaluation, data use and learning. He/She has solid knowledge about new approaches and techniques in SBCC research and mentors and instructs staff for their professional growth and advancement. The SREO represents CCP at national and international forums and technical expert panels and working groups, and informs on and promotes CCP research, products and programs globally. He/She contributes to the development of health communication science and evidence of SBCC impact through peer-reviewed publications, professional meetings and technical reports. The SREO also leads the conceptualization and development of innovative research, monitoring and evaluation sections of CCP grant proposals.
Performance is measured by five criteria (Quantity of Work, Quality of Work, Initiative, Problem Solving & Innovation, Interaction with Others, Communication) for each of the seven competency areas below.
Specific duties & responsibilities:
The Research and Evaluation Officer II is expected to perform the following activities competently:
I. Theory, Frameworks & Models
Innovates and/or develops theories and/or models, frameworks using multidisciplinary paradigms to advance the field of SBCC.
Keeps abreast of developments in the social and behavioural sciences as well as communication theory to enhance SBCC R&E activities
II. Research & Evaluation
Conceptualizes and leads implementation of complex R&E study designs and IRB protocols, independently
Advises, teaches and mentors on R&E SBCC designs, independently
Tests new theoretical approaches.
Conceptualizes and develops complex RMEL quantitative and qualitative data collection tools, independently
Develops innovative data collection tools and research designs
Guides the development of RFPs and vendor selection.
Guides the development of fieldwork training and fieldwork operations.
Guides and supervises the implementation of R&E studies and data quality assurance.
Leads and guides the conceptualization of R&E reports and manuscripts.
Advises on data visualization for reports and other products.
Coordinates/organizes panels and think tank groups on relevant SBCC issues and scientific data (expert in the field)
III. Monitoring, Evaluation and Learning (MEL)
- Identifies needs and suggests innovations for MEL activities that fit the larger R&E program agenda
MEL Data Analysis
- Oversees final MEL plans, and data analysis and interpretation
IV. Statistics and Analysis
Advises on development of innovative R&E analysis
Advises, conducts and/or supervises R&E data cleaning and preparation for analysis
Advises, conducts and supervises quantitative analysis using sophisticated methods
Keeps abreast of new statistical methods and leads their application to SBCC R&E
Advises on development of innovative R&E analysis
Advises, conducts and/or supervises R&E data preparation and codebook development for analysis, independently
Advises, conducts and supervises qualitative analysis using sophisticated methods (semantic, axial coding, conceptual mapping, others)
V. Business Development
- Leads respective sections of proposal development (includes original ideas for theory, MEL, program models and strategies, research and PMP)
VI. Leadership and Professional Development
Promotes global use of new knowledge of CCP's models, products and practices (includes, academia, organizational levels, country level)
Contributes communication and SBCC expertise to the organization of technical working groups and panels at international level
Mentors and supervises staff independently
Contributes critical thinking on SBCC models and practices
VII. Collaboration and Communication
Facilitates collaboration across units in the organization and with other external and related entities.
Facilitates constructive working relationships within the organization
Special knowledge, skills, and abilities:
Knowledge of, adaptation, and application of communication and/or behavior change theory; conceptual frameworks development, innovative designs, quantitative, qualitative and mixed methods approaches and design of protocols; program monitoring skills, advanced statistical methods; qualitative and quantitative analysis and use of analysis software; mHealth and data visualization; mentoring and performance management, technical leadership in the field of behavioral and communication sciences.
Doctoral Degree (PhD, DrPH, ScD) in communication, public health, or related behavioral science with at least 10 years of relevant experience, including 8 years of relevant international experience.
Classified title: Research and Evaluation Officer
Salary: Commensurate with experience
Status: Full time
Department: Center for Communications Programs
Work Schedule/Hours: Monday-Friday/8:30-5-/37.5 hours
Location: Baltimore. 111 Market Place, Candler Suite 310
Personnel Area: School of Public Health
The successful candidate(s) for this position will be subject to a pre-employment background check.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at firstname.lastname@example.org. For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.
During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
Equal Opportunity Employer
Note: Job Postings are updated daily and remain online until filled.
EEO is the Law
Important legal information
JH at 111 Market Place
Test And Evaluation Officer
InCadence Strategic Solutions is currently seeking a Test and Evaluation (T&E) Officer to work on our client site in Ft. Hood, TX for a Task Order supporting the Central Technical Support Facility (CTSF) by performing interoperability certification testing of the Army’s LandWarNet Mission Command (LWN/MC) Software baselines. Additionally, the T&E Officer assists with System of Systems Engineering & Integration efforts on the Army Command, Control, Communications, Computers, Intelligence, Surveillance and Reconnaissance (C4ISR) Software Systems and Networks that reside on the LandWarNet (LWN) Baseline. An active TOP SECRET clearance is required.
- Coordinate and collaborate test requirements, plans, data collection, and test reports.
- Facilitate and execute test plans, cases, observation, incident recording, analysis, and summation.
- Assist in facilitating and documenting test coordination, readiness review, incident adjudication, and after action review.
- Minimum of ten (10) years of relevant experience.
- Bachelor’s Degree in business, engineering, math, or a related technical/scientific field.
- Subject Matter Expert (SME) in Warfighting Functional Areas with one or more of the LWN MC Systems.
- Emphasis in the fields of C4ISR Interoperability.
- Willing to travel if required
- Must hold an ACTIVE TOP SECRET clearance.
- DAWIA certification in Test and Evaluation.
Product Performance Evaluation Officer (Aimargues, 30, FR, 30470)
Une expérience mutuellement enrichissante.
Rejoignez nous...Poursuivez vos ambitions et venez contribuer à une ambition d'entreprise qui va bien au-delà de l’atteinte de nos objectifs financiers à court terme. Telle est la philosophie de Mars. Et l'opportunité que nous offrons à chacun de nos Associés. L’opportunité unique de donner du sens à ses actions, de les inscrire dans une démarche mutuelle qui génère des bénéfices durables pour la planète et les générations futures. Ceci est l’assurance d’un travail stimulant, motivant et très responsabilisant. Nous vous donnons les moyens d’accomplir votre mission, en collaborant avec de nombreux autres associés talentueux désireux d’atteindre et de dépasser leurs objectifs. Construisez-vous une carrière passionnante avec nous et réinventer chaque jour notre business, afin de le rendre toujours plus durable et responsable
Parece-qu'il ne s'agit jamais de l’affaire que d’une seule personne, d’un unique projet ou d’une seule de nos marques. Il s’agit surtout de votre capacité à saisir toutes les opportunités qui se présenteront à vous afin d’assurer une mutualité de bénéfices durables. C’est avant tout une histoire d’idées innovantes portées avec conviction. Soyez prêt à prendre des risques, car la perspective de succès nous rendra tous gagnants. C’est ce mélange d'ambitions de performance et de croissance couplées à des valeurs fortes qui font de Mars un lieu de travail unique. Et c’est pourquoi travailler chez Mars, c’est bien plus qu’un job !
Mars est l’un des leaders mondiaux de l’agro-alimentaire. L'entreprise comprend six segments d’activité que sont les Aliments préparés pour animaux de compagnie, le Chocolat, les Chewing-gums et la confiserie de sucre, l’Alimentation générale, les Boissons et Symbioscience. L'ensemble de ces activités génèrent un chiffre d’affaires de plus de 33 milliards de dollars, et comptent plus de 75 000 Associés dans le monde qui mettent les Principes en action pour faire la différence à l’égard des hommes et de la planète au travers de leur performance.
Les marques de Mars Petcare comprennent en autre : PEDIGREE®, WHISKAS® et ROYAL CANIN®. Nos autres marques leaders sont KITEKAT®, BANFIELD® Pet Hospital, CESAR®, NUTRO®, SHEBA®, CAPPI®, CATSAN®, FROLIC®, PERFECT FIT® et GREENIES®.
Nos marques Chocolat comprennent : M&M’s®, SNICKERS®, DOVE®/GALAXY®, MARS®/MILKY WAY® and TWIX®. Nos autres marques phares : 3 MUSKETEERS®, BALISTO®, BOUNTY®, MALTESERS® and REVELS®.
Le portefeuille Wrigley est composé des marques ORBIT®, EXTRA®, DOUBLEMINT®, AIRWAVES et 5™. Les autres marques phares sont : SKITTLES®, STARBURST® ou encorre ALTOIDS® et LIFESAVERS®.
Les marques d’alimentation générale de Mars FOOD incluent de grands classiques : UNCLE BEN’S®, EBLY®, SUZ® WAN®. Nos autres marques sont DOLMIO®, EBLY®, MASTERFOODS®, SEEDS OF CHANGE® et ROYCO®.
Mars DrinkS est present dans les Boissons avec les marques : ALTERRA COFFEE ROASTERS™, THE BRIGHT TEA COMPANY™, KLIX® et FLAVIA®.
Enfin, Mars Symbioscience comprent : COCOAVIA® et WISDOM PANEL®.
Product Performance Evaluation Officer
Mars Petcare / Royal Canin/R&D
Royal Canin has a strong innovation agenda delivering health and nutrition to cats & dogs through 3 business pillars Veterinarian, Professionals and Specialized pet trade.
To become the reference in Health and Nutrition, Royal Canin has to continue to push boundaries and to keep the leadership in term of Innovation and especially in product performance worldwide for Royal Canin and Eukanuba.
The Product Performance Evaluation Officer is accountable : to demonstrate and illustrate efficacy of Health Nutrition by managing and coordinating the Product Performance measurements of the new products globally.
The scope is global and includes new diets specifically designed for cats and dogs across the brands of Royal Canin and Eukanuba, the three channels of pet specialty, veterinarian and breeders and all product technologies
Lead and define Product Performance studies
Build and align with Scientific Support and Brand portfolio marketing teams the Product Performance Plan for new products to be able to globally support claims and Product KQA (Key Quality Attributes) and to prove the efficacy.
Select and recruit international partners for the studies.
Coordinate the submission of documents to the Royal Canin Ethics Committee and to Scientific Advisory Committee if needed.
Plan to ensure Product Performance studies delivery on time
Monitor and deploy Product performance studies
Organize and coordinate all internal validation product performance tests including product supply and external product performance measurements in link with the Plan.
Monitor the Product Performance study budget.
Compile the clinical study report and the statistical power of results
Maintain and develop relationships with external partners
Maintain international relationships with external agencies, collaborate with markets to network with Cat and Dog breeders/KOLs in all regions, and guarantee the image of Royal Canin R&D expertise in Dog and Cat world.
Education & Professional Qualification:
MSc (Engineer B+5) and/or DMV
Fluent in english
Person has experienced in external Cat & Dog panels (agencies) and/or facilities and /or Breeders.
Knowledge of R&D , Markets/Marketing, Supply chain (Logistics)
Comfortable with data management and communications
Minimum 3 years’ experience
Petcare methodology knowledge is an asset
Fluent in English
Please send your application before APRIL 17TH 2017
Proposed panel date: APRIL 26TH or 28TH 2017
All applications will be reviewed; however we do not guarantee an interview.
Mars est un employeur s'engageant à faire respecter les principes d'égalité des chances pour chacun dans l'entreprise, indépendamment de son origine, de son sexe, couleur, de ses moeurs, de son orientation ou identité sexuelle, de son âge, de sa situation de famille ou de sa grossesse, de ses caractéristiques génétiques, de son appartenance ou de sa non-appartenance, vraie ou supposée, à une ethnie, une nation ou une race, de ses opinions politiques, de ses activités syndicales ou mutualistes, de ses convictions religieuses, de son apparence physique, de son nom de famille, de son lieu de résidence ou en raison de son état de santé ou de son handicap.
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.
Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications, and expertise. Agilent enables customers to gain the answers and insights they seek so they can do what they do best: improve the world around us. Information about Agilent is available at
Roles and Responsibilities:
EU, FDA and ROW Complaint Investigation compliance, health hazard evaluation, medical device reporting, and post market surveillance of human, oncology and prenatal next generation sequencing products. Complaint investigation of assays involves microarrays, reagents, instruments, and software. Evaluate all incoming complaints (internal or external) to determine the level of investigation required and any reporting to regulated bodies and field. Trend and evaluate systemic issues and perform root cause analysis, corrective actions and preventive action (CAPA) for complaints, as necessary. Perform health hazard evaluation and risk assessment and determine and document for any recalls, field corrections and medical device reporting.
Develop effective testing parameters to understand the root cause of the complaint using input from the customer and internal SOPs. Maintain customer complaint documentation including complaint details, product return information as per the regulatory requirements. Communicate with marketing, R&D; and operations personnel during the course of the investigation of customer complaints.Manage interdepartmental/global teams to investigate and correct the root cause of all verified complaints through the established CAPA system. Record complete and accurate findings regarding each complaint investigation, including the conclusion and any corrective action required.
Communicate findings to technical services and management in concise summary formats. Determine the regulatory reporting requirements for each complaint and prepare the necessary reporting documentation for submission to regulatory agencies. These reports include Medical Device Reports, Vigilance Reports, Canadian Problem Reports, etc. Monitor MedWatch for any unreported claims and evaluate the need for an investigation. Track, compile, and report on complaint metrics.
Bachelors or Master’s degree in Biological Sciences or equivalent (BioInformatics, Chemistry or Bio-Chemistry is a plus)
3 years of laboratory bench work experience
Up to 5% travel may be required.
Familiarity with ISO 13485, ISO 17025 and QSR quality management system requirements and IVD products.
Proficient in Microarray testing, biological reagent testing, data analysis and workflow troubleshooting including instrumentation,
arrays and biological materials.
Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.
For more information about equal employment opportunity protections, please view the EEO is the Law’ poster available here:
Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please contact +1- (US and Canada only) or email . EOE AA M/F/Vet/Disability
- Date Posted:* 19/Mar/18
Job Title: Complaint Investigator
Business:* Diagnostics and Genomics Group
Job Category:* Quality/Regulatory
Job Sub-Category:* Quality
Country or Area:* United States
Town/City:* Santa Clara
Shift:* Day Job
Job Type:* Experienced
Travel Required:* Occasional
Duration (Temp Positions Only):* Not applicable
HR Country Location:* United States
HR Town/City Location:* Santa Clara
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.
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.
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