Sr. Complaint Handler

Job Description:

Provides analysis, counsel, regulatory support, quality assurance, environment, health and safety, facility security and emergency response services, and regulatory and compliance technical training services to the organization. Individuals within this job family analyze regulatory aspects of operations activity, and recommend actions that maximize efficiencies and profits, ensure high product quality and provide the highest level of customer service.

Job Requirements:

Position Overview:

Investigates customer complaints about product, service, by performing the following duties with some support from supervisor or lead.

Essential Duties and Responsibilities:

• Record and approve complaints, review incoming complaints, assign investigation responsibility, and conduct investigations; report problems to applicable manufacturers, identify trends, and conduct follow ups on potential MDR reportable events
• Examines pertinent information such as work orders, complaint trending, and retain samples to determine accuracy of customer complaint and to evaluate complaint information to ensure correct investigator is assigned, including review of DHR.
• Manage assigned complaints, conducts investigation, enters evaluation codes, and closes complaints in a timely manner.
• Notifies QA Supervisor of findings, adjustments, and recommendations such as various other testing that may assist in problem resolution or issues not mentioned in complaint that may be contributing to the event.
• Keys information into computer to obtain computerized records, i.e. Oracle, CRM.
• Performs database trending.
• Performs Credit Return if applicable.
• Maintaining the system of all retain samples coming from Mexicali on daily basis.
• Supporting with disposing expired retain samples and complaint product.
• Work with other departments to drive customer complaints resolution; such us R&D, Customer Care, Marketing, Production, Regulatory Affairs, etc.
• Work independently with some supervision.
• Supporting QA inspection and receiving departments for month end/quarter end or special projects as needed.
• Coordinate with Commercial on Complaint Handling.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The essential duties and responsibilities listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Abilities:

• Strong computer skills
• Ability to Use Excel (V-look up, Pareto’s charts, etc.)
• Ability to read blueprints, interpret documents and make decisions.
• To perform work in a timely manner
• To work additional hours when required.
• Strong attention to detail
• Ability to be pro-active
• Ability to prioritize work
• Problem solving skills

Education and/or Experience:

• Associate degree (A. A.) or equivalent from two-year College or technical school; and/or at least two years related experience and/or training;
• Or High School Diploma with at least 3 years of related work experience

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• As needed, overtime will be required
• The noise level in the work environment is usually quiet to moderate
• Ability to walk, stand, and or sit for long periods of time as required to perform job duties
• Must be able to lift and/or move up to 25 pounds
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

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Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  At Envista, it is not typical for an individual to be hired at or near