Overall goal of the position:


Overseeing and coordinating the customer complaint process from intial receipt of complaint to final notification to customer, while ensuring timely processing of all related tasks.


Routine tasks:


  • Process owner for customer complaint handling
  • Key user for upcoming complaint handling CAQ software system
  • Perform initial analysis of all incoming complaints, including hands-on tasks such as simple mechanical testing
  • Forward complaints to engineering department for further analysis in case more in-depth investigation is required
  • Review investigation results from engineering department, request additional information if required and compile final investigation report
  • Monitor all due dates related to processing of customer complaints and actively remind responsible persons of approaching deadlines
  • Routinely monitor key performance indicators to make sure process is running as expected and regularly present KPIs to management
  • Organize and conduct regular meetings to discuss status of open complaints and results of completed complaint investigations
  • Work closely with Capa Manager and other departments in initiating follow up actions on complaints such as CAPAs
  • Take part in root cause analyses on customer complaints
  • Create and update SOPs related to the complaint handling process
  • Provide training on complaint handling to staff members
  • Represent and explain the company’s complaint management process during internal and external audits
  • Assist and support Qualified Person in vigilance reporting activities


Project related tasks:


  • Analyze current complaint handling process in order to identify obstacles and suggest changes to reduce lead times and improve regulatory compliance
  • Define key performance indicators to routinely monitor the complaint management process
  • Collaborate in implementation of upcoming complaint handling CAQ-software system


Your background:


  • Completed vocational education or University Degree either in a technical field with ample experience in administration or in a non-technical field with a good technical understanding
  • Additional education in quality assurance, quality management and/ or related fields advantageous
  • At least 3 years work experience in customer complaint handling, preferably in the medical devices industry or any other highly regulated environment
  • Proficient in both German and English
  • Good writing skills


Personal Qualities:


  • Very hands-on person who will not just manage the complaint handling process but who will also get personally involved to a great degree
  • Friendly but persistent personality, who knows how to motivate people and get them involved in tasks, but who will also demand for tasks to be delivered in due time
  • Very committed employee who works independently and in a structured way and has the ability to prioritize and self-organize even under a heavy workload
  • Very good interpersonal and communication skills


Our offer:


We offer you an interesting, varied and versatile workplace, as well as performance-oriented remuneration in our privately managed company, which has been producing innovative and partly unique medical devices for more than 40 years.


Complaint Manager (m/f/d)

We look forward to hearing from you and are waiting for your application for this job advertisement!

By e-mail to jobs@osypka.de
or by post:

Human resources
Earl H. Wood Straße 1
79618 Rheinfelden-Herten