Complaint Investigator

The Complaint Investigator is responsible for conducting investigations on product complaints for company manufactured and distributed products as required by applicable regulations, standards, and company policy. This position will interface with cross‑functional groups such as customer service, technical support, field personnel, operations, and others for the identification and resolution of customer complaints and may interact directly with customers. The Complaint Investigator identifies causes of complaints, documents the findings, and escalates issues in accordance with company policy.

• Responsible for processing complaints while using good documentation practices (GDP).
• Interface with Customer Service, Field team, and customers to gather additional information required for complaint initiation/investigations.
• Interacts with customers verbally or in writing using clear, effective communication.
• Conduct investigations and provide data to drive corrective and preventive actions and complaints based on sound engineering analysis and review.
• Manage and assess incoming complaints and elevate potential issues/incidents to Quality Management/supervisor, including but not limited to possible recall situations, remedial action, and field safety actions.
• Review complaint files for completeness and follow up with suppliers (responsible party) as applicable for investigation outcomes.
• Work closely with Manufacturing, Operations, R&D and other departments to ensure quality products and processes are developed, deployed, and meet US and OUS requirements. This includes hardware and software validation, risk analysis/FMEA, etc.
• Utilize systems for the identification, analysis, correction, and prevention of quality issues.
• Conduct and maintain complete complaint files and databases for all customer complaints per US engineering activities in compliance with FDA Regulations, ISO 13485 and other national and international quality and regulatory requirements and company procedure standards.
• Prepare customer notification letters for receipt of product complaint and follow‑up acknowledgement letters as required.
• Utilize product and incident complaint codes to conduct data trending and analysis review.
• Lead complaint investigation to understand root cause in support of documenting proper complaint file closure.
• Complete all required customer complaint related documentation in an accurate, professional, and timely manner.
• Perform queries to provide complaint data and ad hoc trend analysis on reported product problems/complaints.
• Provide follow up to internal and external customers needed, including customer correspondence and regulatory agency correspondence.
• Prepare final correspondence summarizing investigation findings.
• Create/gather, analyze, and provide feedback on complaint data for the team and management for post‑market surveillance activities, and participate in projects as required.
• Assist as needed in the preparation of data for internal audits and external audits/inspections.
• Adhere to all company policies, procedures, and business ethics codes.
• Duties may be modified or assigned at any time based on business need.

Education / Certification / Experience

Required:

• Bachelor degree in science or related discipline; relevant education and experience accepted in lieu of degree.

3+ years relevant or similar experience.

• Level and compensation depend on location, experience, education and skills.
• Must be able to demonstrate ability to understand the medical device product and its application.
• Must be able to apply FDA Medical Device Reporting and Quality System Regulation (21 CFR Part 803, 806, and 820), and ISO Standards (ISO 13485‑QMS, ISO 14971‑Risk Management), as they relate to complaint investigations.
• Proficient computer skills and knowledge of relevant business applications, Microsoft Office applications. Ability to learn other software quickly as required.
• Must be detail oriented.
• Decision making is required in balancing priorities amongst other ongoing tasks and being responsive to critical situations.
• Critical thinking and strong problem‑solving skills.
• Effective verbal and…