Complaint Handling Specialist

Sonova Group; Mississauga; On-site; CAD 48,000 - 60,000; Full time

Benefits offered by this job

Hybrid work model

Wellness benefit

Pension matching on contributions

Mentorship program

Job summary

Sonova Canada is seeking a Complaint Management Specialist to support complaint handling, analysis and investigations. The role involves processing complaints, supporting investigations, and ensuring files are closed per established processes and regulations.

The position offers a hybrid work model, 5% travel, and a competitive CAD salary with benefits. A Bachelor’s degree in engineering or related field and 0–3 years in medical devices are preferred.

Qualifications

• Bachelor’s degree in engineering, audiology, quality, regulatory, or related discipline is required.
• 0–3 years of experience in the medical device industry or quality is preferred.
• Knowledge of ISO 13485, EU MDR, QSR 21 CFR 820, MDSAP or related standards preferred.
• Strong problem-solving, root cause analysis and problem prevention skills.
• Understanding of DMAIC investigation tools and descriptive statistics preferred.
• Prior experience as a complaint specialist in the medical device industry is a plus.
• Strong organization, communication, presentation, and prioritization skills.
• Proficient user of MS Office, including Excel, Word, and PowerPoint.
• Experience with Quality Management System software, Minitab, and SAP R/3 or S/4 preferred.

Responsibilities

• Record and evaluate complaint submissions.
• Support complaint investigations and prepare complaint risk assessments when required.
• Conduct complaint analysis and gather data to support investigations of nonconformances.
• Collaborate with cross-functional teams, including Customer Service, Regulatory Affairs, Quality Assurance, Medical Affairs, Manufacturing, and R&D.
• Communicate with health care providers, HCP staff, and/or patients to obtain relevant complaint information.
• Coordinate with other departments to provide complaint data reports as needed.
• Receive returned goods and send them to engineering for analysis when needed.
• Review and close complaint files while ensuring timely complaint processing.

Skills

Problem solving

Root cause analysis

DMAIC tools

Descriptive statistics

Cross-functional collaboration

MS Office

Communication

Education

Bachelor’s degree in engineering

Tools

Minitab

QMS software

SAP R/3 or S/4

Quality Management Software

Job description

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At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Complaint Management Specialist – 12 Month Contract

Sonova is seeking a Complaint Management Specialist to support complaint handling, complaint analysis, and quality-related investigation activities. This role is responsible for processing complaints in a timely manner, supporting complaint investigations, gathering data for nonconformance investigations, and ensuring complaint files are reviewed and closed in accordance with established processes and applicable regulations.

Responsibilities:

• Record and evaluate complaint submissions
• Support complaint investigations and prepare complaint risk assessments when required
• Conduct complaint analysis and gather data to support investigations of nonconformances
• Collaborate with cross-functional teams, including Customer Service, Regulatory Affairs, Quality Assurance, Medical Affairs, Manufacturing, and R&D
• Communicate with health care providers, HCP staff, and/or patients to obtain relevant complaint information
• Coordinate with other departments to provide complaint data reports as needed
• Receive returned goods and send them to engineering for analysis when needed
• Review and close complaint files while ensuring timely complaint processing

More about you:

• Bachelor’s degree in engineering, audiology, quality, regulatory, compliance, or a related discipline required
• 0–3 years of experience in the medical device industry or quality
• Knowledge of ISO 13485, EU MDR, QSR 21 CFR 820, MDSAP, or related quality/regulatory standards preferred
• Strong problem-solving skills with a focus on root cause analysis and problem prevention
• Understanding of DMAIC investigation tools and descriptive statistics preferred
• Prior experience as a complaint specialist in the medical device industry is a plus
• Strong organization, communication, presentation, and prioritization skills
• Ability to work with cross-functional teams and manage multiple activities, projects, and priorities
• Proficient user of MS Office, including Excel, Word, and PowerPoint
• Experience with Quality Management System software, Minitab, and SAP R/3 or S/4 preferred

Travel:

5% travel may be required

What we offer:

• Exciting and challenging work environment
• Collaborative culture
• Opportunities for continuous self-improvement
• Opportunities for flexible hybrid model work environment
• A company that values diversity and inclusion
• Rich benefits plan including wellness benefit, paramedical (massage therapist, naturopath, etc.) and competitive compensation including variable component and employer match on pension contributions
• Mentorship program and career development plans

This role's pay rate is: $48,000 - $60,000 CAD annually. This role is incentive eligible.

Sonova Canada is now a certified Great Place to Work® May 2024- May 2025.

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.