Job-Details

Complaint Specialist

Erscheinungsdatum

03. Jan 2019

Arbeitsort

Andover - USA

Funktionsbereich

Qualitätsmanagement

Positionsart

Vollzeit

Karrierestufe

Fachleute (erfahren, Spezialisten)

Anstellungsart

Normal

Schicht

Nein

Reisetätigkeit

Nein

Über uns

Straumann partners with passionate people who fit in with the agile dynamics of our size-for-success company. People at Straumann appreciate the opportunity to shape the future and create impact. Encouraging leadership and inspiring ideas from our people have guided us through our proud history of pioneering innovations.

Aufgaben

    Position Summary
    This position is responsible for performing tasks that ensure Straumann complies with United States and Canadian regulations for the handling and management of complaints and adverse event reporting. Responsibilities include documenting, processing, and closing of customer complaints. This position is also responsible for maintaining positive customer relationships while maintaining compliance with company policies.

    Job Responsibilities
    This position is responsible for, but not limited to, the following:
    • Document complaints in the complaint handling system
    • Communicate with clinicians, office staff, and Straumann Headquarters as needed to obtain additional information to process complaints
    • Process incoming complaint product shipments (i.e., open and process mail) with possible exposure to blood borne pathogens
    • Review complaints to determine whether regulatory authority reporting or assessment by Product Safety Officer is warranted
    • Shipping of complaints to the Designated Complaint Handling Unit (DCHU)
    • Close out complaints in a timely manner
    • Maintain excellent working knowledge of company’s products
    • Write letters to clinicians or regulatory authorities concerning complaint processing
    • Resolve customer complaints following company complaint policies and procedures
    • Review complaint analysis reports and make decisions regarding closing of complaints
    • Address customer concerns via the Regulatory telephone queue and department email inbox
    • Other duties as assigned

Anforderungen

    Minimum Qualifications
    • Minimum of 1 to 2 years prior dental and/or regulatory affairs experience required; complaint handling experience a plus
    • College degree or equivalent preferred

    Required Knowledge and Skills:
    • Experience working in a regulated medical product industry
    • Excellent computer skills, e.g. in SAP, Microsoft Excel and Microsoft Word
    • Excellent organizational skills
    • Ability to thrive in high paced, time sensitive, team environment
    • Strong record of reliability is essential
    • Ability to multi-task effectively
    • Individual should be a team player with excellent written and oral communications skills

    Work Environment & Physical Demands
    General office environment. No special physical demands required