Function: Post Market Surveillance - 2 to 4 yrs
Summary: This position is responsible for processing complaint files, ensuring adherence to KPI and managing Regulatory Reports.

Job Description:
• Effectively manage and process complaints and/or MDRs, which includes performing daily tasks associate with processing complaint files and MDRs across multiple product lines, which may include:
o Opening complaint records.
o Collecting necessary complaint information.
o Performing follow-up with the customer (written and verbal).
o Determining reportability of complaints.
o Aligning with Country team for on time submission of Regulatory reports asper regulations.
o Evaluating complaints for need to investigate and coordinating sample retrieval.
o Responding to customer complaints (written and verbal).
o Timely closure of complaints, as per procedure.
• Effectively manage workflow, identifying and escalating issues.
• Triaging internal and external communication for complaints.
• Participate in continuous improvement efforts and projects, as assigned.
• Preparing and sharing weekly reports with country teams as part of oversight management
• Coordinate with TSC for processing electromechanical complaints
• Preparation of the monthly metrics
• May mentor new team members.


Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. List knowledge, skills, and/or abilities required.
· Fluent in English: solid written and verbal communication skills.
· Ability to prioritize and multitask.
· Proficient with computers.
· Ability to work with cross-functional teams to interact effectively with peers, management and customers.
Readily accepting assignments to new/different products.
· Strong critical thinking and problem-solving skills.
· Ability to work independently.
· Detail oriented.
· Customer focused.

 

Education and/or Experience: Include the education and/or experience that is necessary to perform the job satisfactorily.
· Bachelor’s degree (life sciences preferred) or equivalent experience defined as a minimum of 4-6 years of medical products industry experience.
· Project Management experience and/or certification preferred