Complaint Investigation Technician
KeyMed (Medical & Industrial Equipment) Ltd. (OKM) | Corporate
Type of employment:
Permanent employment
Function:
Quality / Audit / Corporate Governance
Location:
Southend-on-Sea, England, United Kingdom
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
* You will have a relevant Electromechanical, Electrical, Electronics or Engineering qualification (minimum of a HNC)
- You can 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
- High attention to detail is a strength of yours
Please be aware, this role has the potential to be physically demanding, including 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.
* 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
* In addition to a competitive salary, you will receive a generous annual leave entitlement
- You will be eligible to receive private medical cover
- Comprehensive company pension scheme
- You will receive an annual health check with BUPA, funded by us
- Employee Assistance Program to support your health, mental and emotional-wellbeing
- At our HQ, we have a subsidised staff restaurant and free parking
- Other benefits include discounted gym and wellness memberships, cashback and discounts with major UK retailers
Further information:
We value the diversity of individuals, perspectives, and lifestyles, and prioritise inclusion and mutual respect. We are committed to fostering a non-discriminatory, inclusive work environment where everyone feels a sense of belonging. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish.
We warmly encourage all who wish to bring their talents to Olympus, to apply.
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