Complaint management 1st shift
Company: CorTech LLC
Posted on: June 9, 2021
Manage the process of the complaint handling system including,
receipt of complaints from all sources (including Service Cases and
Work Orders) and all in process steps including data entry.
Routing the complaint to appropriate location for further
Entering of the complaint into the complaint handling system
Checking for complaint accuracy and content, correct information to
process the complaint
Provide training to personnel involved in overall complaint process
as directed by management.
Participates in all training classes including but not limited to,
product training, regulatory training, compliance training and any
Maintains annually competencies through training and documentation
Contact the customer or vendor for further information or follow
Acknowledgement to the customer of receipt and status of the
complaint if needed.
Sample routing when applicable, to the investigation site
Interact with Health Care Workers, consumers, public and other
professionals regarding their Quality concerns.
Maintain customer relations via multiple means, written, verbal,
phone call???s??? etc.
Contact customers as needed to provide updates to outstanding
Review of complaint prior to closure for accuracy and
appropriateness of the letter content as well as follow up
acknowledgement notice, if required.
Triage customer escalations and escalate to the Business units for
response and resolution as needed
Perform history check on previously submitted complaints by
customer to ensure that the customer is receiving an appropriate
Ensure that the customer compliant complies with all relevant
Demonstrate technical competencies in mechanical, clinical, and
functional in relation to all BD products and areas.
Remain current in product knowledge and any upgrades to complaint
Create and review closing letters for accuracy and to ensure right
the first-time approach to customer communications.
Maintain expert knowledge level of the compliant handling
Provide feedback to management for compliant process improvement
opportunities (e.g., complaints systems, final letters, escalations
Provide training to peers as requested by management.
Raise any escalated customer concerns to the next level of
May perform other duties as required
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
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
Ability to take ownership and think independently, with minimal
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??? ability to ???think outside the box???
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
Business and computer skills
Must be motivated, self-directed, and able to work with minimal
Education/Degree: (e.g., BA or BSc degree in (major) or (#) yrs.
relative experience in lieu of a degree)
Experience (in years)
??? Minimum 1+ years of experience with Medical terminology,
Nursing, Clinical or laboratory knowledge and familiarity with BD
??? Minimum 2+ years of experience in the complaint handling,
medical device industry, customer relations, complaint trending,
Keywords: CorTech LLC, Sandy , Complaint management 1st shift, Other , Sandy, Utah
Didn't find what you're looking for? Search again!