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