Complaint Investigation Technician
KeyMed (Medical & Industrial Equipment) Ltd. (OKM) | CorporateType of employment:
Permanent employment
Function:
Quality / Audit / Corporate Governance
Location:
Southend-on-Sea, England, United Kingdom
Reference Number:
80042431-09042024
Website:
This is an exciting, newly created position that works within our Quality department.
As a Complaint Investigation Technician, you will be responsible for performing root cause investigations and product analysis for customer complaints, adverse events, potential adverse events, non-conforming products and other service/finished goods devices.
As a Complaint Investigation Technician, you will be responsible for performing root cause investigations and product analysis for customer complaints, adverse events, potential adverse events, non-conforming products and other service/finished goods devices.
Your responsibilities
- Ensure investigations are completed in a timely manner and clearly identifies findings related to the customer complaint
- Performs timely processing of product complaint files in accordance with established procedures
- Support in the continuous improvement efforts of the quality system for processing complaints in order to meet FDA, ISO and all applicable international regulatory requirements, and corporate guidelines
- Work closely with other manufacturing sites for complaint escalation
- Prepare and ship parts and product to the Original Equipment Manufacturer (OEM) for additional investigation, if required
- Provide troubleshooting and technical assistance to other departments for complaint investigations and service activities
- Document investigation findings into the complaint handling system in accordance with established work instructions
- Support Administrative staff in the processing of complaints
- Route complaint files as necessary to ensure the timely processing of complaints in order to achieve department complaint goals
- Assist engineers with in-depth complex investigations to resolve customer complaints and identify root cause of immerging issues
- Investigation of products based on established priority guidelines
- Decontaminate incoming products prior to them being routed through the complaint handling process
- Facilitate product complaint investigations by transferring devices returned for investigation to appropriate physical inventory areas upon receipt
- Perform all other essential duties as directed
Your qualification
- You will have a relevant Electromechanical, Electrical, Electronics qualification (minimum of a HNC)
- Demonstrate experience in troubleshooting electrical/electronic devices
- Computer literate with good working knowledge of all MS Office applications
- Excellent analytical, organisational, communication and interpersonal skills are required
- You thrive working in a fast-paced environment
- Strong attention to detail
Please be aware, this role has the potential to be physically demanding such as the lifting and carrying of equipment, and standing/walking for extended periods of time. Your work environment will require the use of PPE such as eye protection, and involve the use of chemicals/solvents when required, set by the task.
Your competencies
- Patient Focus - We put patients at the heart of everything
- Integrity - We do the right thing
- Innovation - We look for new ways to make things better
- Impact - We take accountability and get things done
- Empathy - We care for one another and work together
Your benefits
- You will receive a generous annual leave entitlement that increases over your length of service
- You will be eligible to receive private medical cover
- Comprehensive company pension scheme
- You will be entitled to an annual health check
- At our HQ, we have a subsidised staff restaurant and free parking
- Other benefits include flexible working hours, discounted gym membership, cashback and discounts, enhanced parental leave and so much more!