Senior Engineer, Complaint Investigation (Hybrid)

Working Location: TENNESSEE, BARTLETT 

Workplace Flexibility: Hybrid

 

For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling. ​​

​

Every day, we live by our philosophy, True to Life, by advancing medical technologies and elevating the standard of patient care so people everywhere can fulfill their desires, dreams, and lives.

​

Our five Core Values empower us to achieve Our Purpose: 

 

Patient Focus, Integrity, Innovation, Impact and Empathy. 

 

Learn more about Life at Olympus.

 

**Please note: All correspondence will be sent from our Olympus domain (@Olympus.com). If you receive correspondence from an entity other than @Olympus.com, it is likely not legitimate.

 

 

Job Description

This position is responsible for owning complex products, supporting the Complaint Investigation Technicians on the complaint product analysis and investigations, analyzing complaint trends, working cross-functionally to escalate product performance issues in a timely manner, maintaining green KPIs and metrics, supporting internal and external audits and participating in process continuous improvement initiatives.

Job Duties

• Perform physical device inspection and cause failure analysis.  Interact with cross-functional teams to ensure complaint investigation is completed in a timely manner. Communicate investigation findings to internal and external stakeholders.
• Guide and support colleagues in the complaint investigation process, assisting to remove roadblocks to timely investigation completion.
• Communicate directly with customers and Olympus field personal to support complaint investigation and resolve customer concern. Use investigation findings to generate written customer communications. Ensure consistent messaging to customers on similar concerns, coordinating with internal stakeholders to review content of communication.
• Review and approve complaint investigation records in a timely manner.
• Develop Product Analysis Guidelines and test methods to analyze complaints.
• Serve as a technical trainer to the Regional Investigation Center as needed.
• Develop solutions to a variety of complex problems of diverse scope and complexity where analysis of data requires evaluation of identifiable factors. Exercise authority and judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions.
• Lead corrective and preventative action (CAPA) activity. Apply systemic problem-solving methodologies in identifying, prioritizing, communicating, and resolving systemic non-conformance.
• Own and execute Non-Conformance Reports.
• Work directly with manufacturing sites to facilitate corrective and/or preventive actions related to quality problems identified through complaint investigation and/or other sources of quality data.
• Assist local management team in reviewing process implementation and provide recommendation to resolve processing challenges, increase productivity and improve workflow.
• Support local process implementation and global continuous improvement initiatives by serving as a subject matter expert in the field of complaint processing on topics relating to physical device inspection, complaint investigation and data trending.

Job Qualifications

Required:

• A four-year degree in a technical discipline (e.g. EE, ME, BME, Quality Assurance), or equivalent knowledge.
• Minimum of 5 years e