Complaint Manager

Your main tasks

• Process incoming complaints in line with established procedures and applicable regulatory requirements
• Assess complaints, gather relevant information and document investigations clearly and accurately
• Support the investigation of complex cases and root cause analyses in collaboration with relevant teams
• Contribute to trend analyses and help identify opportunities to prevent recurring issues
• Work closely with internal teams and external partners to support timely complaint handling
• Help maintain and improve complaint management processes, procedures and working instructions
• Support the preparation of audit and inspection materials related to complaint management
• Contribute to internal guidance and training on complaint handling
• Support the Complaint Management Manager and provide cover for selected activities when needed

Your profile

• Initial professional experience in complaint handling, quality, post-market surveillance or a similar role in a regulated environment; experience in medical technology or pharmaceuticals is an advantage
• Basic knowledge of relevant requirements, such as EU MDR 2017/745 and ISO 13485; familiarity with 21 CFR Part 820 is an advantage
• Experience working with quality or complaint databases; knowledge of systems such as TrackWise is an advantage
• Careful and structured approach to documentation and follow-up
• Analytical thinking and an interest in investigating problems and identifying their causes
• Good organisational and communication skills, with the ability to work independently while collaborating effectively with others
• Very good written and spoken German and English skills