Customer Complaint Handling Management Specialist - Urgent Need

About the role

This is a 12-month contract position for a Customer Complaint Handling Management Specialist, located in San Antonio, TX, working 40 hours a week, from 8am to 5pm CST, Monday through Friday.

The ideal candidate will have customer service skills, complaint handling skills, and medical device experience, with a background in a relevant field such as life science, nursing, or medical clinical science.

Responsibilities

• Manage intake and reporting of the product complaint handling process, including receipt of complaints, complaint determination, data entry, and reportability decisions.
• Route complaints to the appropriate location for further evaluation and enter them into the complaint handling system.
• Check for complaint accuracy and content, and correct information to process the complaint.
• Provide training to personnel involved in the overall complaint process as directed by management.
• Maintain annually competencies through training and documentation of training.
• Contact customers or vendors for further information or follow-up.
• Acknowledge receipt and status of complaints to customers as needed.
• Interact with healthcare workers, consumers, and other professionals regarding quality concerns.
• Maintain customer relations via multiple means, including written, verbal, and phone calls.
• Answer inbound and outbound calls, and contact customers to provide updates on outstanding quality issues.
• Review complaints prior to closure for accuracy and appropriateness of letter content.
• Triage customer escalations and escalate to business units for response and resolution as needed.
• Perform history checks on previously submitted complaints to ensure customers receive an appropriate closing response.
• Ensure customer complaints comply with all relevant procedures.
• Demonstrate technical competencies in mechanical, clinical, and functional areas related to client products.
• Remain current in product knowledge and upgrades to complaint handling systems.
• Create and review closing letters for accuracy and to ensure a "right the first time" approach to customer communications.
• Provide feedback to management for complaint process improvement opportunities.
• Provide training to peers as requested by management.
• Raise escalated customer concerns to the next level of management.

Requirements

• Comprehensive knowledge of Quality System standards and regulations, including 21 CFR 803 & 820, ISO 13485, and Canadian Regulations.
• Ability to work with customers, system administrators, and clinicians.
• Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations.
• Expert-level knowledge of the Complaints handling system.
• Proven ability to multi-task and seamlessly move between business unit platforms.
• Ability to take ownership and think independently, with minimal supervision.
• General knowledge of producing metrics and building reports.
• Strong analytical, deductive reasoning, and listening skills.
• Must be able to communicate precisely and accurately to all levels of the organization.
• Strong interpersonal skills.
• Strong project management skills.
• Demonstrated aptitude for identifying creative solutions to complex customer issues.
• Excellent time management and multitasking skills.
• Excellent written and verbal communication skills.
• Works well in a team environment.
• Strong personal commitment to quality, customer service, and patient safety.
• Business and computer skills.
• Motivated, self-directed, and able to work with minimal supervision.

Qualifications

A degree in Life Science, Nursing, Medical Clinical Scientific, or another relevant field is preferred. In lieu of a degree, a combination of education and experience will be considered.

Minimum 1+ years of experience with medical terminology, nursing, clinical, or laboratory knowledge, and familiarity with medical devices.

Minimum 2+ years of experience in complaint handling, medical device industry, customer relations, complaint trending, FDA/ISO regulations.