Customer Complaint Manager

San Diego, California

2020-11-25

Management of a team of technical analysts. The Complaint Team has a significant cross-functional role locally and globally.   The primary responsibility of this position is to ensure that Customer Complaints are handled in accordance with applicable standards and regulations, to optimize the current Customer Complaint process and support the organization locally as well as globally.

The split between management and specialist tasks will be approximately 50/50%.

 

PRINCIPAL ACCOUNTABILITIES/ESSENTIAL JOB FUNCTIONS

 

  1. Ensure handling of Customer Complaints in accordance with applicable standards and regulations
     
  2. Ensure optimization of the current Customer Complaint process including implementation of new Customer Complaint IT System
     
  3. Manage, train and develop the Customer Complaint Team
     
  4. Lead cross-functionally to ensure adequate temporary & permanent countermeasures are put in place in a timely manner, and sustained, to address the appropriate customer complaints
     
  5. Responsible for performance objective planning, reviews, talent assessment, hiring, budgeting and planning for the Customer Complaint Team
     
  6. Keep updated knowledge of standards, regulatory requirements and directives applicable for Medical Devices/IVD and ensure updating relevant parts of the QMS
     
  7. Provide data, trending and detailed analysis to support regulatory submissions
     
  8. Ensure complaint handling target metrics are met on a routine basis and escalate issues, when required
     
  9. Lead, develop and implement corrective and preventive actions to address complaint handling and medical device reporting issues, as required
     
  10. Participate in and drive projects in the RA/QA function
     
  11. Support the organization during External Audits
     
  12. Participate in quality training activities
     
  13. Performs other duties as assigned
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