Complaint Investigator

#ChangeMakers

Ready to make an impact?

We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.

We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution - we do things differently than others

We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful "can-do" attitude.

#WeChangeDentistry every day. Be part of it.

Position Summary:

This position is responsible for performing tasks that ensure compliance with United States and Canadian regulations for the handling and management of complaints and adverse event reporting. Responsibilities include documenting, processing, investigating, and closing of customer complaints. This position is also responsible for maintaining positive customer relationships within compliance of company policies.

Job Responsibilities:

This position is responsible for, but not limited to, the following:

• Document complaints in the complaint management system

• Conduct complaint investigations in collaboration with the manufacturing site

• Analyze CAD/CAM parameters and product as part of the complaint investigation process

• Review Service Cloud tickets from Technical Support for possible complaints/returns and investigation

• Communicate with clinicians, office staff, and device manufacturers as needed to obtain additional information to process and investigate complaints

• Process incoming complaint product shipments (i.e., open and process mail) with possible exposure to bloodborne pathogens

• Review complaints to determine whether regulatory authority reporting and/or assessment by the Product Safety Officer is warranted

• Assist with complaint shipment to the Designated Complaint Handling Unit (DCHU)

• Review complaint analysis reports and close out customer complaints according to applicable regulatory requirements and company policies and procedures

• Maintain excellent working knowledge of company's products

• Write letters to clinicians and/or regulatory authorities regarding complaints

• Communicate with external and internal customers via the regulatory telephone queue and department email inbox

• Other duties as assigned

The responsibilities listed herein are not intended to be a comprehensive list of the duties and responsibilities of the position. The duties and responsibilities may change without notice.

Physical Attributes:

• May sit for extended periods of time.

• Utilize dexterity abilities to perform typing, operate a computer and other office equipment, to perform filing, and related job responsibilities and attention to detail competence.

• Spend significant time reading both on paper and on a computer.

Work Environment:

• General office environment.

• Noise level in the work environment is usually quiet to moderate.

Minimum Qualifications:

• High School Diploma or GED
• 2+ years complaint handling and/or relevant customer service experience

Preferred Qualifications:

• Experience in a dental, CAD/CAM, digital, and/or medical environment

• Associate's or bachelor's degree

• Experience working in a regulated industry

• Must have basic computer skills (Microsoft Office) with knowledge of SAP

• Excellent organizational skills with the ability to multi-task effectively

• Strong record of reliability

• Excellent written and oral communication skills

Additional Information:

Whether you're looking to build your career, improve your health, or brighten your SMILE, we offer generous benefits to help you achieve your goals.

• Very Competitive total compensation plans (some positions include discretionary bonus, or Performance Share Units).

• A 401(K) plan to help you plan for your future with an employer match

• Great health, dental and vision insurance packages to fit your needs to ensure you're happy and healthy. Straumann contributes a healthy portion towards employees' premium.

• Generous PTO allowance - plenty of time to recharge those batteries!

Please understand that we do not need external support by recruiting agencies and consultants to fill this vacancy. Thank you for respecting this.

Videos To Watch

https://youtu.be/3lq5BLAvIdQ

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Employment Type: Full Time

Alternative Locations: United States : Andover (MA)

Travel Percentage: 0 - 10%

Requisition ID: 14371