Complaints Management Specialist

Duties

• Receive complaints and follow-up to collect relevant information from the user.
• Decision making skills for complaint determination.
• Responsible for accurate complaint entry for disposable medical devices and capital equipment for both domestic and international customers.
• Follow-up with customers and sales representatives to obtain additional information when necessary and to request return of overdue complaint samples.
• Arrange for the return of complaint samples.
• Matches any returned samples with their corresponding complaint files and performs preliminary evaluations on returned samples to verify they are correct per the documented file.
• Review and approve investigations performed by the manufacturing site or OEM supplier.
• Follow-up with investigators on aging investigations.
• Performs final review for closure of non-reportable complaint files to ensure accuracy, completeness, and attention to detail.
• As needed, perform training on complaints for sales forces.
• Attends training on new products or changes to existing products.
• Generates results letters to customers.
• Follow-up with International Business Centers regarding overdue results letters, if applicable.

Qualifications

• Bachelor degree required.