Complaint Management Specialist II
Valencia, CA 
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Posted 4 days ago
Job Description
Advanced Bionics is a global leader in developing the most advanced cochlear implant systems in the world. Always focused on innovations that improve quality of life, AB has consistently made the industry's leading advancements in hearing technology. In fact, with six sound coding programs, we offer more ways to hear than any other cochlear implant company.
Our company is part of the Sonova Group, the leading provider of hearing healthcare solutions and parent company of Phonak, the leading hearing instrument brand.

As an AB employee, you will contribute to advancing biomedical technology worldwide and work on challenging projects with smart, driven, friendly people.

AB provides thriving work environments around the globe; each fosters creativity, teamwork, global competitiveness, and professional growth.

Experience the professional and personal fulfillment that comes with making a difference in people's lives. Apply to Advanced Bionics today.
Advanced Bionics / USA / Valencia (CA)
Complaint Management Specialist II
Work as part of a team to manage global Cases including Product Complaints, Business, Marketing Feedback, Recipient Death and Customer Inquiry Cases. This includes review of new Cases, investigation, task assignment and all follow up activities needed for Case resolution and to help ensure Quality System and Regulatory compliance. Respond to all Cases efficiently and professionally in accordance with Regulatory requirements and the company's procedures. Coordinate communications between departments impacted by the Complaint Management process. Create, maintain and update standard reports on a regular basis. Create ad hoc reports as requested.

Manage the open Case process to help sustain the average complaint closure goal and drive cases to resolution and closure.

Manage requests for Case data, exercising sound judgment regarding appropriate responses and escalation when necessary.

Perform a variety of additional duties to assist other members of the Quality department with day-to-day activities as needed.
Your tasks
oAnalyze and process new Cases.

oAssess and update tasks to ensure the Case handling process is meeting the needs of AB customers (including Recipients). Exercise judgment regarding escalation for Recipients needing additional oversight.

oProcess Case follow up information, incorporating in to the Case handling system as necessary.

oAssist in handling requests for Case information or additional follow-up from various departments, including field staff.

oCreate ad hoc reports as needed for other departments e.g. Marketing, Clinical Research, Customer Service, Quality Assurance, R&D, etc.

oResponsible for training compliance in the complaint handling system.

oManage complaint handling and CRM system access

oDistribute approved Device Failure Analysis Reports and cover letters.

oManage the open Case process:

*Analyze, investigate and update Cases to ensure the integrity of the Quality data

*Identification of duplicate Cases and initiate merge process as applicable.

*Run and distribute weekly/monthly reports

*Identify any bottlenecks and follow up with various departments to address aging Cases
Your profile
*Proficiency with MS Outlook, SalesForce.com, Word, Excel, PowerPoint, Access and SQL

*Effective and professional communication skills

*Ability to complete assigned tasks effectively

*Team player

*Successful track record in multi-tasking in a fast-past environment

*Experience with reporting systems

*Flexible in approach - able to think "outside of the box" in developing proactive solutions for resolving issues or for continual improvement

*Good understanding of Operational business and how this impacts customer case handling process

*Second language desirable

Education
High school diploma. Training in regulatory or complaint management functions or equivalent experience preferred

Work experience
2-3 years in a similar or related environment preferred
Our offer
Exciting and challenging work environment
Comprehensive benefits package
Training and development opportunities - we believe every employee deserves a development plan. Come, learn, and grow with us!
Don't meet all the criteria? If you're willing to go all in and learn we'd love to hear from you!
We love to work with great people and strongly believe that a diverse team makes us better. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of race, color, creed/religion, sex, sexual orientation, marital status, age, mental or physical disability.
We thank all applicants in advance; however only individuals selected for an interview will be contacted. All applications will be kept confidential. Sonova is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify the Director, Human Resources.
Sonova USA is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability (physical or mental), or other protected category.
Advanced Bionics LLC
28515 Westinghouse Place
Valencia, CA 91355
+1 661 362 4747

Advanced Bionics is committed to creating a diverse environment and is proud to be an affirmative action/ equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
2 to 3 years
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