Complaint Specialist - Burlington, Canada - Straumann

Straumann
Straumann
Verified Company
Burlington, Canada

2 weeks ago

Sophia Lee

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Sophia Lee

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Description

#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, and closing of customer complaints. This position is also responsible for maintaining positive customer relationships within compliance of company policies.


Responsibilities:

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

  • Document complaints in the complaint management system.
  • Communicate with clinicians, office staff, and device manufacturers as needed to obtain additional information to process 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.
  • Other duties as assigned

Management Responsibilities:

This position manages the following positions on a daily basis.

  • None

Physical Attributes:


  • General office environment. May sit for extended periods of time
  • Physically able to bend, crouch and reach continuously while performing required job tasks
  • 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
  • Physically able to spend significant time reading both on paper and on a computer
  • Travel less than 5% both domestically and internationally

Minimum Qualifications:


  • High School Diploma or GED required
  • Minimum of one (1) year prior dental and/or complaint handling experience
  • Basic computer skills (Microsoft Office)

Preferred Qualifications:


  • Experience working in a regulated industry preferred
  • Basic knowledge of SAP preferred
  • Excellent organizational skills with strong attention to detail and the ability to multitask effectively
  • Strong record of reliability with demonstrated follow through
  • Excellent written and oral communication skills
  • Leadership aptitude and potential
  • Strong decisionmaking and problemsolving skills with sound judgement
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