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Complaint Specialist

4 months ago

Andover, Massachusetts, United States Straumann Full time

#ChangeMakers


Ready to make an impact?

We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.

We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution – we do things differently than others

We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful "can-do" attitude.

#WeChangeDentistry every day. Be part of it.

POSITION SUMMARY

This position is responsible for performing tasks that ensure compliance with United States and Canadian regulations for the handling and management of complaints and adverse event reporting. Responsibilities include documenting, processing, and closing of customer complaints. This position is also responsible for maintaining positive customer relationships within compliance of company policies.

JOB RESPONSIBILITIES

This position is responsible for, but not limited to, the following:

  • Document complaints in the complaint management system.
  • Communicate with clinicians, office staff, and device manufacturers as needed to obtain additional information to process complaints.
  • Process incoming complaint product shipments (i.e., open and process mail) with possible exposure to bloodborne pathogens.
  • Review complaints to determine whether regulatory authority reporting and/or assessment by the Product Safety Officer is warranted.
  • Assist with complaint shipment to the Designated Complaint Handling Unit (DCHU).
  • Review complaint analysis reports and close out customer complaints according to applicable regulatory requirements and company policies and procedures.
  • Maintain excellent working knowledge of company's products.
  • Write letters to clinicians and/or regulatory authorities regarding complaints.
  • Communicate with external and internal customers via the regulatory telephone queue and department email inbox.
  • Other duties as assigned

MANAGEMENT RESPONSIBILITIES

This position will not have management responsibilities.

PHYSICAL ATTRIBUTES (If Applicable)

  • General office environment. May sit for extended periods of time
  • Physically able to bend, crouch and reach continuously while performing required job tasks
  • Utilize dexterity abilities to perform typing, operate a computer and other office equipment, to perform filing, and related job responsibilities and attention to detail competence
  • Physically able to spend significant time reading both on paper and on a computer
  • Travel less than 5% both domestically and internationally

MINIMUM QUALIFICATIONS

  • High School Diploma or GED
  • 1yr+ prior dental and/or complaint handling experience
  • 1yr+ basic computer skills (Microsoft Office)

PREFERRED QUALIFICATIONS

  • Experience working in a regulated industry
  • Basic knowledge of SAP
  • Excellent organizational skills with strong attention to detail and the ability to multi-task effectively
  • Strong record of reliability with demonstrated follow through
  • Excellent written and oral communication skills
  • Leadership aptitude and potential
  • Strong decision-making and problem-solving skills with sound judgement

Additional Information:

Whether you're looking to build your career, improve your health, or brighten your SMILE, we offer generous benefits to help you achieve your goals.

  • Very Competitive total compensation plans (some positions include discretionary bonus, or Performance Share Units).
  • A 401(K) plan to help you plan for your future with an employer match
  • Great health, dental and vision insurance packages to fit your needs to ensure you're happy and healthy. Straumann contributes a healthy portion towards employees' premium.
  • Generous PTO allowance - plenty of time to recharge those batteries

Please understand that we do not need external support by recruiting agencies and consultants to fill this vacancy. Thank you for respecting this.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Employment Type: Full Time

Alternative Locations: United States : Andover (MA)

Travel Percentage: 0 - 10%

Requisition ID: 14584