We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.
We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution – we do things differently than others
We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful “can-do” attitude.
#WeChangeDentistry every day. Be part of it.
Position Summary
This position is responsible for performing tasks that ensure compliance with United States and Canadian regulations for the handling and management of complaints and adverse event reporting. Responsibilities include documenting, processing, investigating, and closing of customer complaints. This position is also responsible for maintaining positive customer relationships within compliance of company policies.
Job Responsibilities
This position is responsible for, but not limited to, the following:
Document complaints in the complaint management system
Conduct complaint investigations in collaboration with the manufacturing site
Analyze CAD/CAM parameters and product as part of the complaint investigation process
Review Service Cloud tickets from Technical Support for possible complaints/returns and investigation
Communicate with clinicians, office staff, and device manufacturers as needed to obtain additional information to process and investigate complaints
Process incoming complaint product shipments (i.e., open and process mail) with possible exposure to bloodborne pathogens
Review complaints to determine whether regulatory authority reporting and/or assessment by the Product Safety Officer is warranted
Assist with complaint shipment to the Designated Complaint Handling Unit (DCHU)
Review complaint analysis reports and close out customer complaints according to applicable regulatory requirements and company policies and procedures
Maintain excellent working knowledge of company’s products
Write letters to clinicians and/or regulatory authorities regarding complaints
Communicate with external and internal customers via the regulatory telephone queue and department email inbox
Other duties as assigned
The responsibilities listed herein are not intended to be a comprehensive list of the duties and responsibilities of the position. The duties and responsibilities may change without notice.
Physical Attributes
May sit for extended periods of time.
Utilize dexterity abilities to perform typing, operate a computer and other office equipment, to perform filing, and related job responsibilities and attention to detail competence.
Spend significant time reading both on paper and on a computer.
Work Environment
General office environment.
Noise level in the work environment is usually quiet to moderate.
Minimum Qualifications
High School Diploma or GED
2+ years complaint handling and/or relevant customer service experience
Preferred Qualifications
Experience in a dental, CAD/CAM, digital, and/or medical environment
Associate’s or bachelor’s degree
Experience working in a regulated industry
Must have basic computer skills (Microsoft Office) with knowledge of SAP
Excellent organizational skills with the ability to multi-task effectively
Strong record of reliability
Excellent written and oral communication skills
Additional Information
Whether you’re looking to build your career, improve your health, or brighten your SMILE, we offer generous benefits to help you achieve your goals.
Very Competitive total compensation plans (some positions include discretionary bonus, or Performance Share Units).
A 401(K) plan to help you plan for your future with an employer match
Great health, dental and vision insurance packages to fit your needs to ensure you’re happy and healthy. Straumann contributes a healthy portion towards employees’ premium.
Generous PTO allowance - plenty of time to recharge those batteries!
Please understand that we do not need external support by recruiting agencies and consultants to fill this vacancy. Thank you for respecting this.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Employment Type: Full Time
Alternative Locations: United States : Andover (MA)
Travel Percentage: 0 - 10%
Requisition ID: 14371
14371
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Medical Equipment Manufacturing
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