Description
Customer Complaint InvestigatorJob Description
POSITION SUMMARY:
Ensure customer complaints are reviewed, evaluated, investigated, documented and closed in a timely manner to ensure compliance with all applicable global regulatory requirements.
DUTIES AND RESPONSIBILITIES (essential functions of position):
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
- Maintain customer complaint documentation including complaint details, product return information
- Communicate directly with patients and physicians as required (e.g., telephone contact, written communication) during the investigation of customer complaints.
- Communicate with personnel during the course of investigation of customer complaints.
- Record complete and accurate findings regarding each complaint investigation, including the conclusion and any corrective action required.
- 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.
- Track, compile, and report on complaint metrics.
- Perform failure analysis for complaints, as necessary.
Required Skills
ESSENTIAL SKILLS, EXPERIENCE AND QUALIFICATIONS:
- Excellent communication skills both oral and written.
- Detail-oriented; good analytical skills.
- Ability to organize time and tasks efficiently.
- Scientific or technical degree with at least 2 years of medical device experience.