Complaint Analyst

Organization
Cepheid
Job Location
Apply Online
Sunnyvale, CA 94089
Job Description

The Complaint Analyst will be a member of the Global Product Support Team to maintain the company's incident reporting (Complaint Handling) system and review of world-wide complaint data. This person will help maintain procedures and policies required to intake, review and approve complaints, while maintaining compliance with applicable Quality System requirements and FDA regulations.

Responsibilities:

  • Maintain and Prepare SOPs, work instructions and workflows for the complaint management system.
  • Responsible for ad hoc special projects related to the complaint handling process.
  • Identify key parameters affecting complaint closure efficiency
  • Review the documentation and preliminary Technical Support investigation of all complaints
  • Assure timely completion and database input of complaint investigations and records.
  • Follow up with internal and external sources as necessary to ensure complete documentation of complaint related information.
  • Notify management of situations that may require to initiate product investigation
  • Update complaints database for tracking of complaints.
  • Participate in weekly meetings with different tiered Support teams providing summaries/updates of recent complaints
  • Initiate, prepare, and distribute reports related to incomplete or incorrect complaint documentation. Provide guidance/assistance to associates and specialists as needed.
  • Perform final review/closeout of complaints as necessary.
  • Work with regional Technical Support managers and provide reports/data for complaint intake
  • Identify key parameters leading to delays that affect complaint closure efficiency
  • Track world-wide intake and complaint closure rates
  • Author, edit, and curate Knowledge Base content for Technical Support groups

 

Requirements
  • Associates degree or equivalent combination of education and experience to perform at this level.
  • A minimum of 1-3 years previous related work experience.
  • Ability to perform tasks concurrently with accuracy.
  • Ability to work within deadlines, and work on multiple projects accurately and efficiently.
  • Attention to detail and accuracy is required.
  • Attention to detail, and a customer-centric orientation is required.
  • Must have excellent communication and teamwork skills.
  • Proficient in MS Word and Excel.

Preferred:
- IVD/ Medical device experience is preferred
- Experience with Complaint handling systems and FDA regulations is desired
- Experience with databases, data analysis and statistics is preferred
- Experience with Salesforce CRM is preferred

 

How to Apply

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