Complaint Management Engineer

Role Purpose:The Complaint Management Engineer is responsible for handling complaints coming from the market (Market Units, customers; patients; caretaker; or authorities) .

Ensures that complaints are assessed for their actual or potential impact on patient’s safety and product quality, that complaints are handled in a timely manner, appropriately investigated, documented and sent back to the  customers/partners in a timely manner.

Complaint management Engineer is responsible for analyzing data related to complaints to identify trends or areas of improvement. 

Responsibilities:

-Complaints Management on Global Complaint Management Workflow (GCMW) IT Tool.

-Record and evaluate complaint submissions

-Complaint Acceptance and Investigation 

-Sub-complaint Creation

-Manage External Communication to acquire relevant complaint information

-Coordinate with internal departments to incorporate input into medical device complaint report

-Review and provide feedback on complaint manufacturing investigation reports

-Ensure timely processing of complaints according to defined targets

-Involved in activities to prepare for audits and inspections

-Perform root cause investigations and initiate Events or CAPA’s if needed

-Review and closes complaint files

-Collect complaint case and process metrics to capture and generate trend reports

-Coordinate with other departments to provide complaint data reports as needed

-Participates in inter-departmental cross-functional projects

Qualification required

-min of 01 year related work experience

-Good knowledge of Quality norms

-Advanced Computer Skills

-Advanced Level of English & French

-Active listening

-Risque management.

-Root cause analysis 

-Problem-solving capabilities and mastering tools

-Communication

-Leadership