Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.
Are you interested in making a global impact? This position optimally supports the complaint handling process and processes complaints in a uniform and timely manner. This position will act as the “single point” of contact between internal and external customers, Sales organizations, HCPs, nurses, and patients as well as regulatory bodies, such as US FDA, Canadian Health Canada, German BfArM, UK MHRA, French ANSM, concerning products issues, product information, patient requests and complaints.
The person receives first information from markets upon complaint information, evaluates incoming data and enters available data into the Global Complaint Handling Database. Communicate with customers and request vital complaint information from the Complainant and involved parties. Ensure ethical responsibility to maintain privacy and confidentiality of patient records and private information. Communicates results of complaint investigation back to customers and is responsible for reviewing the complaint for completeness and accuracy before closure of the complaint.
Under the direction of the Regulatory Compliance Supervisor, this position handles activities and procedures associated with complaint communication. It is accountable for setting its own work direction and completing work tasks. Other duties may be assigned at the direction of the Regulatory Compliance Supervisor.

• You receive , review, and enter product complaint information into the complaint handling database and interact with HCPs, Patients and the Sales organization regarding their Product Quality concerns.
• Continuously supervises the information gathering process and tracks the status of complaint communication until end customer communication. Continually track open, in process and complete complaints and product investigations and follow up internally and externally.
• Complete all required non-reportable customer complaint-related documentation in an accurate, professional, and timely manner.