Position Title: PRODUCT COMPLAINT ASSOCIATE 3

Location: Sunnyvale, CA

Role Type: Long term contract

Description

Primary Function Of Position

RESPONSIBILITIES
The Regulatory Post Market Surveillance Analyst investigates customer complaints, makes initial reporting decisions, files regulatory reports, and ensures completeness and consistency of complaint documentation.

Roles and Responsibilities:

This position has responsibility and authority for:

• Investigating complaints daily:

o Perform the preliminary classification of complaints and escalate complaints that require additional review.
o Perform Failure Analysis investigation review and escalate complaints that require additional review.
o File Malfunction MDR Reports as identified
o Escalate Adverse Event or Incident reports to Level IV Analysts as identified
o Evaluate documentation for completeness and consistency, and assign additional actions as necessary to close the complaint file.
o Approve final complaint file for closure after all applicable actions are completed.
o Manage complaint workload to required backlog goals.
o Review and analyze lot documentation (DHRs) to determine if there are any anomalies that maybe related to reported product failures.

• Escalate complaints to the Regulatory Post Market Surveillance Manager or Lead when new failure modes are encountered.

Escalate complaints with potential related product failures to the Post Market Investigation (PMI) group

• Evaluate complaints for reporting requirements in accordance with company procedures and Regulatory requirements.
• Interface with Customer Service and hospitals to gather additional information required for complaint investigation, including retrieval of RMA
• Create customer response letters upon request
• Provide peer review and feedback of complaints and reports
• Participate in new hire training and continuous Regulatory Compliance training as required
• Participate in process improvement activities to continuously improve process effectiveness
• Execute on projects as required
• Perform other duties as directed

Level III Skill/Job Requirements:

Education - Undergraduate degree in engineering, life science, or equivalent

Experience – 4+ years of experience in medical device field, with experience in the following areas:

• Working knowledge and understanding with Medical Device Complaint files and quality record documentation
• Working knowledge and understanding of Regulatory reporting requirements for Medical Devices (US FDA requirements, EU MDD requirements, etc.).

Skills: The following skills are required for this position:

• Demonstrate strong written and verbal communication skills
• Strong computer skills (Excel, Word, PowerPoint, database)
• Efficient independent worker with ability to focus
• Attention to detail
• Demonstrate cross functional communication skills in email and in person
• Excellent organizational and analytical skills
• Ability to handle and manage workload independently
• Prioritize numerous activities in a rapid paced environment
• Contribute to team-oriented tasks
• Strong analytical skills
• Strong interpersonal and decision-making skills.

Competency / Training: The following competencies are essential for this position:

• Firm understanding of Regulatory reporting requirements for Medical Devices and complaint system and process requirements.
• Firm understanding of quality records requirements and how they apply to complaint files.
• Familiarity with world-wide regulatory reporting requirements.
• Able to make decisions quickly using information at hand and evaluate the need to obtain clarification and direction when necessary.

Thank you

Job Type: Contract

Pay: $35.00 - $42.00 per hour

Benefits:

• Health insurance

Experience level:

• Under 1 year

Schedule:

• 8 hour shift

Work setting:

• In-person

Education:

• Bachelor's (Preferred)

Experience:

• Bioengineering OR Biomedical: 1 year (Required)

Work Location: One location

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