Supervisor, Complaint Handling

About the role

The PMS Complaint Handling Specialist streamlines and improves the complaint handling process, coordinating with evaluators, investigators, and cross‑functional experts to ensure transparency, compliance, and quality.

Key responsibilities

• Manage the complaint operations team and liaise with business, clinical, and product experts.
• Oversee screening, evaluation, containment actions and escalation of complaints.
• Conduct moderate vigilance reporting, submit regulatory reports and support audit communications.
• Analyze complaint data, identify patterns, and provide feedback for product improvements.
• Train new team members on complaint handling procedures and perform quality checks.

Required profile

• 8+ years of medtech experience in complaint handling (medical device background required).
• Bachelor's degree in any engineering discipline.
• Ability to work under general supervision, make independent judgments and drive continuous improvement.

Required skills

• Root Cause Analysis (RCA) and CAPA methodologies.
• Quality Risk Management and Quality Management Systems (QMS).
• Vigilance reporting and regulatory requirements knowledge.
• Data analysis & interpretation.
• Post‑Market Surveillance mechanisms.