Position Overview

Responsible for managing and coordinating all aspects of receiving, documenting and reviewing customer complaints globally for all products marketed by MicroVention - Terumo and any of its business groups according to Quality Management Systems requirements including ISO, FDA regulations, International regulations and internal business policies and procedures. Job duties:
  • Ensures prioritization of all complaints input, consistency of documentation and comprehensive responses to customers.
  • Ensures the accuracy and efficiency, including turnaround times, of complaint documentation from the initial receipt of a product complaint to opening the complaint file and its closure.
  • Maintains, improves and develops, as necessary, processes and procedures for receiving and handling complaints.
  • Interacts with other Terumo subsidiaries to establish complaint handling and distributors responsibilities and partners with global offices to ensure efficient integration of complaint handling activities.
  • Ensures the selection, orientation and development of qualified staff to perform the responsibilities of the department.
  • Facilitates the global exchange of complaint data and information internally including training to customer facing associates to ensure that compliance and business requirements are met.
  • Performs additional responsibilities as assigned.

    1. Bachelor’s degree in science or technical field, or relevant experience.
    2. Minimum three (3) years of experience with FDA regulated industry including three (3) years of complaint handling experience.
    3. Minimum one (1) year of supervisory experience.
    4. Proficient in Microsoft office including Excel and using complaint databases.
    Desired Qualifications
    1. Able to promote open dialogue and collaboration, and to create strong team morale.
    2. Demonstrate solid interpersonal skills essential in verbal and written communications, in coaching and influencing internal and external stakeholders.
    3. Able to relate openly and comfortably with diverse groups.
    4. Able to prioritize, handle and deliver results on multiple tasks and responsibilities.
    5. Able to control stressful situations and to remain poised and positive in challenging circumstances.
    6. Detail oriented and dedicated to consistency and efficiency.