Lead, Global Complaint Management

Job Title

Lead, Global Complaint Management

Position Summary

This position provides supervision, guidance and training to employees.  Measure and manage established key performance metrics. Identify and lead process improvements and other special projects as assigned. 

Essential Duties & Responsibilities

• Establish and maintain a high performing teams.
• Provide comprehensive guidance to analysts within the team, ensuring the detailed, accurate, and timely handling of records including company and customer information.
• Manage calls and emails due to dissatisfied customers and further escalate complex events with significant consequences.
• Offer training, assistance, guidance, and mentoring to Customer Success Center staff, regular evaluation of their performance and deliver constructive feedback.
• Ensure that teams are managed in accordance with procedures and processes and that metrics are consistently met.

Knowledge, Skills & Qualifications

• Working knowledge of medical device regulations, requirements, and standards.
• Ability to manage and lead a team of individuals.
• Proficiency in effectively communicating through calls and e-mail with bio-medical engineers, manufacturing personnel, and/or healthcare providers.
• Exceptional customer service skills and the ability to troubleshoot and resolve issues with dissatisfied customers.
• Competence in delegating tasks to team members and communicating effectively with a wide range of departments and personnel.
• Excellent problem-solving, analytical, and decision-making abilities.
• Strong communication skills. 
• Proficient with computers and software such as Outlook, Word, Excel, PowerPoint, WebEx, Visio, TrackWise Digital

Education and Experience 

• Bachelor of Science Degree in Nursing, Bio-Medical Engineering, Pharmacy, Medical Technology/ Clinical Laboratory Science, or another scientific field required.  
• Minimum six years Quality or Regulatory Affairs experience within the Medical Devices Manufacturing industry.
• Minimum two years of supervisory/management experience with demonstrated ability to lead teams. 

Minimum Qualifications

• Must be at least 18 years of age

Travel Requirements 

No travel requirements.

Physical Requirements and Work Environment 

• This is largely a sedentary role.
• This is a night shift role.
• This job operates in a professional office environment and routinely uses standard office equipment.

ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.