Associate II, Complaints

Alcon MX; Batam; On-site; IDR 133,920,000 - 200,880,000; Full time

Job summary

Alcon is seeking an Associate II, Complaints (Professional Path) to manage processing, investigation, and monitoring of product defect complaints. You will liaise with Medical Safety and R&D on adverse events and ensure regulatory reporting compliance.

The role emphasizes root cause analysis, structured problem solving, and adherence to GxP and SOPs, supporting continuous improvement across complaint processes.

Qualifications

• Diploma or Bachelor's degree in Science, Life Sciences, or Engineering.
• Experience in root cause analysis and structured problem solving preferred.
• Familiarity with medical devices or pharmaceutical regulations is an advantage.
• Proficient English communication, both written and spoken.

Responsibilities

• Handle complex tasks and contribute to advanced projects in the Complaints discipline.
• Process, investigate, and monitor product defect complaints and regulatory reporting.
• Address and escalate complaints in accordance with SOPs and regulatory requirements.
• Collaborate with Medical Safety and R&D on adverse events and trends.
• Support continuous improvement of complaint handling processes and systems.

Skills

Root cause analysis

Structured problem solving

English communication

Cross-functional collaboration

Regulatory awareness

Education

Diploma or Bachelor's degree in Science/Life Sciences/Engineering

Job description

At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates, we innovate fearlessly, champion progress, and act swiftly to impact global eye health. We foster an inclusive culture, recognizing your contributions and offering opportunities to grow your career like never before. Together, we make a difference in the lives of our patients and customers. Are you ready to join us?

This role is part of Alcon's Quality & Regulatory Affairs function, a team that ensures our products are in compliance with global, local, and internal regulations and meet the strictest standards of quality as we help people see brilliantly.

The Associate II, Complaints (Professional Path) is primarily responsible for processing, investigating, and monitoring product defect complaints, serving as the main contact. You will build effective relationships with Medical Safety and Research and Development on adverse events, ensure compliance with regulatory reporting, and provide technical expertise to enhance complaint processing systems.

In this role, a typical day will include:

• Handle complex tasks and contribute to advanced projects in the Complaints discipline


• Process, investigate, and monitor trending and reporting of product defect complaints, ensuring compliance with regulatory agencies' reporting requirements


• Address and expedite product complaints under company policy and procedures


• Make significant decisions within your project area, influencing outcomes


• Support complaint activity monitoring and suggest modifications to manufacturing or packaging processes


• Maintain unified product defect investigation operating procedures


• Collaborate with cross-functional teams to drive problem-solving and innovation through scientific principles


• Adhere to Good Practice (GxP) regulations by following Standard Operating Procedures (SOPs), maintaining accurate documentation, and ensuring quality control


• Complete all required training and meet individual job requirements


• Contribute to the overall compliance and continuous improvement of the organization

All associates must adhere to GxP regulations by strictly following Standard Operating Procedures (SOPs), maintaining accurate and complete documentation, ensuring rigorous quality control, and completing all required training. Associates are responsible for meeting their individual job requirements and contributing to the overall compliance of the organization. Compliance with regulatory requirements and a commitment to continuous improvement are essential to our operations.

WHAT YOU'LL BRING TO ALCON:

• Diploma or Bachelor’s Degree in Science, Life Sciences, or Engineering (Open to recent grads)


• Experience in root cause analysis and structured problem solving


• Familiarity with medical devices or pharmaceutical regulations is an advantage


• Ability to communicate effectively in English, both orally and in writing


• Strong communication and problem-solving skills, with the ability to clearly articulate project experience and provide effective responses

HOW YOU CAN THRIVE AT ALCON:

• Good Team player


• Part of growing company


• Opportunity be involved and exposure to projects from global site