Complaint Manager - 1st shift



Advert ID



San Antonio

Job Type




Salary Range

Up to USD26.50/hr

No. of Openings


Branch Information

San Antonio, TX - Downtown - (USA) 6243 IH 10 West Suite 110 TX San Antonio , TX 78201



Job Description

Complaint Mgmt

Pay: $26.50


Monday through Friday - 8-5PM


o Bachelor's Degree or relative experience in lieu of degree

o Customer facing experience (external and internal)

o Strong MS Office skills and other software/systems (i.e. TrackWise, Pilgrim, SAP,, etc.)

Job Description

* Manage the process of the complaint handling system including, receipt of complaints from all sources and all in process steps including data entry.

* Routing the complaint to appropriate location for further evaluation/entering into system.

* Checking for complaint accuracy and content, correct information to process the complaint

* Provide training to personnel involved in overall complaint process as directed by management.

* Maintains annually competencies through training and documentation of training.

* Contact the customer or vendor for further information or follow up.

* Acknowledgement to the customer of receipt and status of the complaint if needed.

* Sample routing when applicable, to the investigation site

* Interact with Health Care Workers, consumers, public and other professionals regarding their Quality concerns.

* Maintain customer relations via multiple means, written, verbal, phone call's… etc.

* Ensure that the customer compliant complies with all relevant procedures

* Demonstrate technical competencies in mechanical, clinical and functional in relation to all products and areas.

* Remain current in product knowledge and any upgrades to complaint handling systems.

* Create and review closing letters for accuracy and to ensure right the first time approach to customer communications.

* Maintain expert knowledge level of the compliant handling system

* Provide feedback to management for compliant process improvement opportunities (e.g., complaints systems, final letters, escalations process, etc...)

* Provide training to peers as requested by management.

* Raise any escalated customer concerns to the next level of management


* BA or BS degree preferred and/or combination of education and relative experience in lieu of a degree

* Minimum 1+ years of experience with Medical terminology, Nursing, Clinical or laboratory knowledge and familiarity with BD products

* Minimum 2+ years of experience in the complaint handling, medical device industry, customer relations, complaint trending, FDA/ISO regulations

* Comprehensive knowledge of Quality System standards and regulations including 21 CFR 803 & 820, ISO 13485 and Canadian Regulations

* Ability to work with customer system administrators and clinicians

* Proven ability to maintain a professional demeanor when handling complex user issues and high pressure situations

* Expert level knowledge of the Complaints handling system

* Proven ability to multi-task and seamlessly move between business unit platforms.

* Ability to take ownership and think independently , with minimal supervision

* General knowledge of producing metrics and building reports.

* Strong analytical, deductive reasoning and listening skills

to quality, customer service and patient safety

* Business and computer skills

* Must be motivated, self-directed and able to work with minimal supervision