Lead, Global Complaint Management at ICU Medical Inc

Chennai, tamil nadu, India -

Full Time

Start Date

Immediate

Expiry Date

01 Jul, 26

Salary

0.0

Posted On

02 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint management, Team leadership, Medical device regulations, Quality assurance, Regulatory affairs, Customer service, Problem-solving, Analytical skills, Decision-making, Mentoring, Performance management, Technical communication, Outlook, Excel, TrackWise Digital, Process improvement

Industry

Medical Equipment Manufacturing

Description

Job Title Lead, Global Complaint Management Position Summary This position provides supervision, guidance and training to employees. Measure and manage established key performance metrics. Identify and lead process improvements and other special projects as assigned. Essential Duties & Responsibilities * Establish and maintain a high performing teams. * Provide comprehensive guidance to analysts within the team, ensuring the detailed, accurate, and timely handling of records including company and customer information. * Manage calls and emails due to dissatisfied customers and further escalate complex events with significant consequences. * Offer training, assistance, guidance, and mentoring to Customer Success Center staff, regular evaluation of their performance and deliver constructive feedback. * Ensure that teams are managed in accordance with procedures and processes and that metrics are consistently met. Knowledge, Skills & Qualifications * Working knowledge of medical device regulations, requirements, and standards. * Ability to manage and lead a team of individuals. * Proficiency in effectively communicating through calls and e-mail with bio-medical engineers, manufacturing personnel, and/or healthcare providers. * Exceptional customer service skills and the ability to troubleshoot and resolve issues with dissatisfied customers. * Competence in delegating tasks to team members and communicating effectively with a wide range of departments and personnel. * Excellent problem-solving, analytical, and decision-making abilities. * Strong communication skills. * Proficient with computers and software such as Outlook, Word, Excel, PowerPoint, WebEx, Visio, TrackWise Digital Education and Experience * Bachelor of Science Degree in Nursing, Bio-Medical Engineering, Pharmacy, Medical Technology/ Clinical Laboratory Science, or another scientific field required. * Minimum six years Quality or Regulatory Affairs experience within the Medical Devices Manufacturing industry. * Minimum two years of supervisory/management experience with demonstrated ability to lead teams. Minimum Qualifications * Must be at least 18 years of age Travel Requirements No travel requirements. Physical Requirements and Work Environment * This is largely a sedentary role. * This is a night shift role. * This job operates in a professional office environment and routinely uses standard office equipment. ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Responsibilities

This role involves supervising and mentoring a team of analysts to ensure the accurate and timely handling of customer complaints and records. The lead will also manage key performance metrics and drive process improvements within the Customer Success Center.