Complaint Handling & PMS Specialist

For this temporary mission : As part of the Quality & Regulatory department, the Complaint Handling & PMS Specialist is responsible for investigation of product and customer complaints. He is carrying “voice of the customers” into product development and CAPA boards to drive for continuous products and services improvement. He has direct impact on Distalmotion products quality improvement and on customers satisfaction. Duties and Responsibilities: Complaint Handling : Own and continuously improve the complaint handling tool and process to ensure both reportability compliance, customer satisfaction and drive product continuous improvement. Daily review of the complaint database for reportability evaluation, in case of potential reportable event, to escalate the case to the post-market Surveillance Specialist and the Head of QA/RA. Liaise with Clinical Specialist and/or Field Service for complaint records completeness. Ensure timely investigation and closure of complaints. Involve on related CAPA, R&D, PMO, Training reviews to report on product complaints. Lead monthly Customer Complaint Board, providing recent complaint overview to Distalmotion’s management. Report on product complaint data for Post Market Surveillance reviews. Lead the writing of customer complaint response letter in collaboration with the PEMA team Product Support : Manage the return of failed products from the field. Lead cross-functional teams for timely and effective investigation of returned products, in