Associate, Global Complaint Management

1 day ago

Chennai, Tamil Nadu, India ICU Medical Full time

Job Description
Role: Analyst, Global Complaint Management (Customer Response)
Team: Quality
Designation: Associate
Location: Chennai, India
Position Summary
The position is responsible for managing device or pharmaceutical complaints and adverse events globally. Duties may include the following: initial triage of complaint files, assessments of reportability, escalating customer advocacy events, submitting regulatory reports in accordance with applicable regulations, referring potential safety cases to applicable department, obtaining additional information for events, providing updates to reports, and assuring timely processing of complaint files with regards to regulatory reporting.

Essential Duties & Responsibilities

  • Draft and send professional, clear responses to customer complaints regarding medical devices, gather additional information for events as needed, ensuring compliance with regulatory standards and timelines.
  • Handle customer advocacy issues and escalate complex events with significant consequences to Specialist/Team Lead.
  • Provide accurate information to customers (verbal/written) during the process.
  • Oversee event management, including customer response and closure/reopening.
  • Coordinate with SMEs, GCM Specialist/Team Lead for event resolution.
  • Stay updated and compliant with company policies, including Information Security Management Systems.
  • Maintain confidentiality and security of all company and customer information.

Knowledge, Skills & Qualifications

  • Writing skills are essential for drafting clear responses to customer complaints, creating customer letters, and writing complaint narratives.
  • Experience with or knowledge of medical terminology and how medical/pharmaceutical products are typically used in a clinical setting.
  • Requires the ability to speak effectively to bio-medical engineers and/or health care providers in order to gather the necessary detailed data from customers.
  • Able to think critically to determine the type of questions which need to be asked to gather necessary information and demonstrate ability to collect, analyze and interpret complaint and adverse event information.
  • Able to write narratives regarding the complaints.
  • Able to create Customer Letters.
  • Must have good computer skills, effective keyboarding skills.
  • Must have excellent telephonic and listening skills.

Education And Experience

  • Required: Graduate of Science or Medical Engineering or Graduate of Allied Science as applicable.
  • Preferred: Bachelor of Science Degree in Nursing, Bio-Medical Engineering, Pharmacy, Medical Technology/ Clinical Laboratory Science and experience in a health care. environment, and/or within a quality/compliance/regulatory organization in an FDA regulated business.
  • Individual should have work experience of 3-7 years in a similar role: experience in a medical device organization is a plus.

Minimum Qualifications

  • Must be at least 18 years of age.
  • Must pass pre-employment background check.

Physical Requirements And Work Environment

  • This is largely a sedentary role.
  • This job operates in a professional office environment and routinely uses standard office equipment.

  • Associate, Global Complaint Management

    21 hours ago

    Chennai, Tamil Nadu, India ICU Medical Full time ₹ 2,50,000 - ₹ 7,50,000 per year

    Job DescriptionRole: Analyst, Global Complaints ManagementTeam: QualityDesignation: AssociateLocation: Chennai, IndiaPosition SummaryThe position is responsible for managing device or pharmaceutical complaints and adverse events globally. Duties may include the following: initial triage of complaint files, assessments of reportability, escalating customer...

  • Senior Manager

    1 day ago

    Chennai, Tamil Nadu, India Sukhvarsha Management Services Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Role: Senior Manager - Risk Compliance and InvestigationsLocation: Chennai, Tamil NaduThe candidate will conduct thorough and impartial investigations into employee misconduct, harassment, whistleblower complaints, fraud, and vendor/supplier-related issues.Candidate Job Responsibility and Background:Conduct Investigations:Lead and support investigations into...

  • Senior Manager Risk Compliance AutomotiveManufacturing Industry

    3 days ago

    Chennai, Tamil Nadu, India Sukhvarsha Management Services Pvt. Ltd. Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Role Senior Manager Risk Compliance and InvestigationsJob Location Chennai Tamil NaduThe candidate will conduct thorough and impartial investigations into employee misconduct harassment whistleblower complaints fraud and vendor supplier related issues Job Responsibilities Conduct Investigations Lead and support investigations into allegations of harassment...

  • Retail associate

    6 days ago

    Chennai, Tamil Nadu, India Webasto Roof Systems Full time ₹ 84,000 - ₹ 1,50,000 per year

    We are looking for a socially confident retail associate to assist our customers with purchasing decisions, process transactions, and maintain a clean and visually appealing salesfloor. The retail associate's responsibilities include assisting customers with questions, complaints, and returns, processing payments, and arranging merchandise on shelves and in...

  • Associate Graduate

    22 hours ago

    Chennai, Tamil Nadu, India NTT DATA, Inc. Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.Your day at NTT DATAThe Associate...

  • Associate - Management Consulting

    2 weeks ago

    Chennai, Tamil Nadu, India PKC Management Consulting Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    The vacancy is for the position of Associate in Management Consulting. The Nature of projects done in Management Consulting are:Business process reengineeringProcess & internal controls consultingERP & process implementationProcess automationEmployee performance management systems, etc.Financial feasibility & investor pitches for startupsRole &...

  • Workday Techno-Functional Associate Manager

    1 day ago

    Chennai, Tamil Nadu, India Sutherland Global Services Private Limited Full time

    Workday Techno-Functional Associate Manager Company Description About Sutherland: Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they're our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading...

  • Cashier/Billing Associate

    1 day ago

    Chennai, Tamil Nadu, India Career Tree Hr Solutions Full time ₹ 3,00,000 - ₹ 4,50,000 per year

    Greetings from Career Tree HR Solutions Pvt. Ltd.We are hiring for multiple job openings across various locations in Chennai:T. Nagar | Tambaram | Kilkattalai | Avadi | Pallikaranai | MedavakkamPositions Available:1.Showroom Sales Executive2.Cashier3.Billing AssociateGender : Male & FemaleNumber of Openings: 500Cashier / Billing Associate Role &...

  • Associate Quality Manager

    2 weeks ago

    Chennai, Tamil Nadu, India Sutherland Full time ₹ 2,50,000 - ₹ 7,50,000 per year

    Associate Manager - Customer Experience (Quality)Chennai, Tamil Nadu, IndiaCompany Description:Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients and customers - a responsibility we believe we should earn every day. We...

  • Collections Associate

    3 days ago

    Chennai, Tamil Nadu, India Sutherland Global Services Private Limited Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Associate - Collections Company Description We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity...