Lead, Global Complaint Management

ICU Medical; Chennai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A medical device company in Chennai is seeking a Lead, Global Complaint Management. This role requires a Bachelor's degree and at least six years in Quality or Regulatory Affairs within the Medical Devices Manufacturing industry. You will supervise a team, handle customer complaints, and lead process improvements. Strong customer service and communication skills are essential. The position operates during night shifts in a professional office environment and has no travel requirements.

Qualifications

• Minimum six years Quality or Regulatory Affairs experience in Medical Devices Manufacturing.
• At least two years of supervisory/management experience.
• Depth of medical device regulations and standards knowledge.

Responsibilities

• Supervise and train staff while managing performance metrics.
• Handle customer complaints and complex issues.
• Lead process improvements and special projects.
• Maintain high performance in teams.
• Offer training and constructive feedback to the team.

Skills

Team management

Customer service

Communication skills

Problem-solving

Delegation

Education

Bachelor of Science Degree in Nursing, Bio-Medical Engineering, Pharmacy, or related field

Tools

Outlook

Word

Excel

PowerPoint

WebEx

Visio

TrackWise Digital

Job description

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 escalation of 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.