Job Description

Job Description:
As a Senior Complaints Analyst, where you will play a pivotal role in maintaining high standards of product quality and customer satisfaction. This position requires comprehensive investigation and resolution of customer complaints related to medical devices. You will delve into complaint records, service histories, and various sources of customer data to identify issues effectively and determine the appropriate escalation path.

Your responsibilities will include conducting detailed complaint condition assessments, performing Complaints Decision Trees when necessary, and resolving non-reportable complaints by analyzing product and service findings. You will engage in Good Faith Efforts to collect additional information supporting the investigation and coordinate closely with internal teams to acquire technical data to facilitate thorough complaint resolution.

Accurate application of complaint coding and meticulous documentation will be crucial as you summarize investigations and prepare Customer Response Letters or internal communications delivering clear, concise findings. Your role also involves managing the process for new coding requests to keep systems and tools updated, ensuring all complaint-related data is current and reliable.

This role offers the opportunity to work collaboratively across departments, leveraging your analytical skills and product knowledge to enhance complaint management processes and contribute to operational excellence.

Key Responsibilities Include:

• Investigate and resolve medical device complaints in compliance with regulatory and company standards.
• Perform detailed analysis of product and service records to identify root causes.
• Execute Complaints Decision Trees to determine complaint escalation needs.
• Conduct Good Faith Efforts to acquire supplemental data for investigation support.
• Maintain accurate complaint coding and documentation throughout the investigation lifecycle.
• Deliver timely and professionally crafted Customer Response Letters or internal communications post-investigation.
• Collaborate with cross-functional teams to update complaint data and request new coding as required.
• Continuously update knowledge through training and keep abreast of product enhancements and regulatory changes.

By joining our team, you will play an instrumental part in ensuring the quality and safety of vital medical devices, supporting both customer satisfaction and compliance in a dynamic global healthcare environment.

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Qualifications

• With a minimum of 3 years' experience in medical device product quality complaints management, demonstrating a thorough understanding of complaint investigation and regulatory requirements in the healthcare industry.
• Ideal candidates hold a Bachelor’s degree in Nursing, Biology, Microbiology, Electromedical Engineering (Biomedical Engineering), Industrial/Mechanical Engineering, or other related science, technology, or education disciplines that equip them for the responsibilities of this role.
• The role demands strong analytical capabilities, attention to detail, and the ability to interpret complex product and service data to resolve complaints efficiently while maintaining regulatory compliance.
• Excellent communication skills are essential, as you will be responsible for drafting clear, precise responses to customers and internal stakeholders, facilitating resolution and continuous improvement.

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Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

• • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

• • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver