Senior Manager, Complaint Handling - Hybrid

Work Flexibility: Hybrid

Senior Manager, Complaint Handling – Hybrid

Weston, FL

As a Senior Manager, Complaint Handling  you will lead a team that conducts and leads failure investigations on customer complaints, which will identify root cause and corrective/preventive actions. You will ensure timely closure of complaints to comply with FDA requirements. You will perform trend analysis and identify negative trends to target for improvement.

Who we want:

• Quality-focused team drivers. People who push their team to deliver the highest quality products and solutions in a timely manner.
• Metrics-oriented managers. People who are always tracking important business metrics to ensure projects meet expectations and budget.
• Managers who drive performance. People who implement process improvements and leverage the talent of their team to consistently increase performance and productivity

What you will do:

• You will provide support to the new product development and risk management process, including FMEA and reliability testing.
• You will ensure timely, accurate and complete documentation of failure investigations of product complaints, leading to root cause and corrective/preventive action.
• You will perform trend analysis, identify trends, and determine/ implement corrective action.
• You will participate in the Product Surveillance Review Board, presenting complaint trends and recommendations for corrective action and product improvement.
• You will participate in and lead continuous improvement and process re-engineering projects as required in support of continuous improvement initiatives.
• You will perform engineering and statistical analysis to access test results, determine trends, probability of failure, root cause and corrective action.
• You will supervise and coach a team of Engineers to achieve team metrics, department objectives and organizational goals; mentor and provide technical training to colleagues.
• You will create individual Learning and Development plans for direct reports and perform mid-year and year-end performance reviews for direct reports.

What you need:

Required

• Bachelor of Science or Engineering or related disciple
• 10+ years’ experience leading failure investigations, design, and/or manufacturing within regulated environment

Preferred

• Master’s degree
• Experience supervising/managing a Quality or Reliability Engineering team.
• Significant knowledge of regulatory requirements: ISO 9001 or ISO 13485, Quality System Regulation 21 CFR 7, 803, 806 and Medical Device Directive

Travel Percentage: 10%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.