Associate, Global Complaint Management

8 hours ago

Chennai, Tamil Nadu, India ICU Medical Full time
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

    2 days ago

    Chennai, Tamil Nadu, India ICU Medical Full time

    DescriptionRole: Analyst, Global Complaints ManagementTeam: QualityDesignation: AssociateLocation: Chennai, IndiaPosition 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...

  • Complaint Management Executive

    2 weeks ago

    Chennai, Tamil Nadu, India Topgear Consultants Full time ₹ 5,50,000 - ₹ 10,50,000 per year

    Role & responsibilities:Grievance Redressal ManagementComplaint Handling: Team will be primarily responsible for overseeing the effective resolution of customer complaints raised through regulatory channel. This includes addressing issues related to services, transactions, fraud, or any other areas of customer dissatisfaction.Timely Resolution: Ensuring that...

  • Apartment Association Manager

    6 hours ago

    Chennai, Tamil Nadu, India Greenhills Apartment Owners Welfare Association Full time

    Hiring Apartment Association Manager to handle accounting, maintenance billing, collections, expense tracking, supervision of security ,housekeeping staff, STP/WTP coordination, vendor management, complaints and association committee coordination. Required Candidate profileCandidate with 3–6 years experience in apartment/society management. . Experience...

  • Jr. Global Mobility Associate

    7 hours ago

    Chennai, Tamil Nadu, India Perficient Full time

    The Jr. Global Mobility Associate will use their organizational and detail-oriented skills to support the administrative functions of the global mobility process.  This position will be responsible for organizing immigration files, updating and maintaining immigration case worksheets and responding to general inquires from the global mobility inbox.

  • Global Sourcing Manager

    3 days ago

    Chennai, Tamil Nadu, India AP Management Consultants Full time

    Roles & Responsibilities:Manage budgeting, vendor cost finalization, and procurement contractsHandle imports, Incoterms, and local/global sourcing negotiationsExecute Engineering Changes (ECN) and supplier agreementsMaintain vendor relations, MIS reporting, and cross-functional coordinationOversee inventory, excess/obsolete stock, and material...

  • Global Technical Quality Manager

    5 hours ago

    Chennai, Tamil Nadu, India Link Success Full time

    Only Chemical ,oil and Lubricants candidates onlyThis role is responsible for overseeing and coordinating quality management systems and processes across multiple geographic regions to ensure consistency, compliance and continuous improvement in product or service quality. This role involves working across international teams, maintaining compliance with...

  • Hiring for PMS CoE Head

    5 days ago

    Chennai, Tamil Nadu, India HCLTech Full time

    Lead team offering end-to-end complaint management programs for global MedTech clients. Drive technology transformation, process excellence, and team competency in complaint intake, evaluation, investigation, RCA, regulatory reporting, and field action. Expertise in GxP compliance, Tools & systems (e.g. TrackWise, ETQ, Veeva, SAP CM), and AI/GenAI adoption....

  • Jr. Global Mobility Associate

    2 days ago

    Chennai, Tamil Nadu, India Perficient Full time

    Job DescriptionThe Jr. Global Mobility Associate will use their organizational and detail-oriented skills to support the administrative functions of the global mobility process. This position will be responsible for organizing immigration files, updating and maintaining immigration case worksheets and responding to general inquires from the global mobility...

  • Complaints Specialist, Customer Centre, Consumer Banking, Technology and Operations

    1 week ago

    Chennai, Tamil Nadu, India DBS Bank Full time

    Responsibilities* Serve as the primary point of contact for customers who have inquiries, concerns, or complaints related to their banking experiences* Actively listen to customer issues, demonstrate empathy, and work diligently to understand the root cause of the problem* Investigate and research customer cases thoroughly, leveraging internal systems and...

  • Senior Associate Taxation

    4 days ago

    Chennai, Tamil Nadu, India PKC Management Consulting Full time

    Company DescriptionPKC Management Consulting, established in 1988, is a premier professional services firm specializing in Process Consulting, Audit & Assurance, and Taxation. The firm delivers tailored, actionable solutions to address operational challenges like process optimization, revenue growth, and cost management. With a strong focus on client...