Spec 2, Complaint Mgmt

Company: Net2Source
Location: Sandy
Posted on: June 10, 2021

Job Description:

Net2Source Inc. is an award-winning total workforce solutions company recognized by Staffing Industry Analysts for our accelerated growth of 300% in the last 3 years with over 5500+ employees globally, with over 30+ locations in the US and global operations in 32 countries. We believe in providing staffing solutions to address the current talent gap Right Talent Right Time Right Place Right Price and acting as a Career Coach to our consultants.

Primary Responsibilities and Duties
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 evaluation.
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 testing involved.
Maintains annually competencies through training and documentation of training.
Contact the customer or vendor for further information or follow up.
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 quality issues.
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 closing response.
Ensure that the customer compliant complies with all relevant procedures
Demonstrate technical competencies in mechanical, clinical, and functional in relation to all Client products and areas.
Remain current in product knowledge and any upgrades to complaint handling systems.
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 system
Provide feedback to management for compliant process improvement opportunities (e.g., complaints systems, final letters, escalations process, etc...)
Provide training to peers as requested by management.
Raise any escalated customer concerns to the next level of management.
May perform other duties as required

KSA Requirements (Knowledge, Skills, and Abilities)
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' 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 safety
Business and computer skills
Must be motivated, self-directed, and able to work with minimal supervision.


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

Why work with us - At Net2Source, we believe everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit inwith an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand outwith opportunities to have a strategic impact, innovate, and take necessary steps to make your mark. We help clients with new skilling, talent strategy, leadership development, employee experience, transformational change management and beyond.

Equal Employment Opportunity Statement:
Net2Source is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Awards and Accolades:
America's Most Honored Businesses (Top 10%)
Awarded by USPAAC for Fastest Growing Business in the US
12th Fastest Growing Staffing Company in USA by Staffing industry Analysts in the US (2020, 2019, 2020)
Fastest 50 by NJ Biz (2020, 2019, 2020)
INC 5000 Fastest growing for 8 consecutive years in a row (only 1.26% companies make it to this list)
Top 100 by Dallas Business Journal (2020 and 2019)
Proven Supplier of the Year by Workforce Logiq (2020 and 2019)
2019 Spirit of Alliance Award by Agile1
2018 Best of the Best Platinum Award by Agile1
2018 TechServe Alliance Excellence Awards Winner
2017 Best of the Best Gold Award by Agile1(Act1 Group)

Smita Kumari

Delivery Manager

Keywords: Net2Source, Sandy , Spec 2, Complaint Mgmt, Other , Sandy, Utah