Complaint Intake Specialist

Teleflex

Ciudad de México

On-site

MXN 93,744 - 116,064

Full time

14 days+

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Job summary

A global medical technology company is seeking a Complaint Intake Specialist in Mexico City. This role involves documenting customer-reported product complaints, ensuring regulatory compliance, and supporting the sales team in communications. The ideal candidate has a background in science or engineering and experience in the medical device industry, along with strong communication skills and attention to detail. Fluent English skills are essential.

Qualifications

2+ years of experience in a complaints and/or quality environment for the Medical Device industry.
Self-motivated and capable of working independently.
Effective organizational and prioritization skills.

Responsibilities

Document and process product complaints per regulatory requirements.
Use communication skills to gather additional information from customers.
Support sales team with complaint-related communications.

Skills

Fluent in English (written and spoken)

Attention to detail

Communication skills

Critical thinking

Education

Science/Engineering degree or relevant qualification

Tools

Microsoft Office

Job description

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As a global provider of medical technologies, Teleflex is driven by our purpose to improve the health and quality of people’s lives. Through our vision to become the most trusted partner in healthcare, we offer a diverse portfolio with solutions in the therapy areas of anesthesia, emergency medicine, interventional cardiology and radiology, surgical, vascular access, and urology. We believe that the potential of great people, purpose-driven innovation, and world-class products can shape the future direction of healthcare.

Teleflex is the home of Arrow™, Barrigel™, Deknatel™, QuikClot™, LMA™, Pilling™, Rüsch™, UroLift™ and Weck™ – trusted brands united by a common sense of purpose. At Teleflex, we are empowering the future of healthcare. For more information, please visit teleflex.com.

Latin America - The Latin America Region of Teleflex is headquartered in Morrisville, North Carolina, and supports our customers, distributors, sales managers and specialists in Mexico, Brazil, Colombia, Chile, Argentina and Puerto Rico. The Latin America Region sells a broad spectrum of medical devices and related products in the fields of vascular and interventional access, surgical, anesthesia, cardiac care, urology, emergency medicine and respiratory care. As Teleflex grows and expands its portfolio, we will continue to grow our presence in Latin America. Join a dynamic, growing team that offers healthcare providers an array of medical technology solutions that make a difference in patients’ lives.

Position Summary

The Complaint Intake Specialist will work within Complaint Intake & Reporting team to accurately document customer reported product complaints. Ccritically review complaint details to ensure all relevant information has been received to determine reportability based on the regulatory requirements. Complete initial reporting decisions based on regulatory requirements, risk documentation and supporting procedures. Where necessary seek and document relevant additional information and facilitate sample return in line with the complaint intake process.

Receive, review and accurately document and process product complaints in line with regulatory and internal requirements
Uses excellent communication skills when contacting the customer to follow up on a complaints to gather additional information regarding the complaint process
Support the sale team with complaint related customer communications.
Assign tasks in complaint management system to ensure internal and reporting requirements are fulfilled.
Support Adverse Event Reporting Regulatory Requirements.
Under limited supervision draft responses to customers: Both acknowledgement and final letters
Monitor/triage customer complaints and provide immediate escalation as required.
Support Customer Service in the issuance of credits and replacements
Support other activities in the post-market surveillance system as it develops including audits
Work to meet team KPI’s Department Metrics and over QA/RA goals and objectives
Support improvement projects in the complaint intake and reporting function
Support wider QMS and risk management activity as required

Education / Experience Requirements

Must be fluent in English both written and spoken.
Science/Engineering degree or relevant qualification.
2+ years of working within complaints and/or quality environment for the Medical Device industry.
Extensive capability in Microsoft Office.
Strong attention to detail.

Specialized Skills / Other Requirements

Self-confident to prioritize tasks when appropriate.
Critical thinking and awareness to escalate to the appropriate function for appropriate action essential.
A flexible, motivated, self-starter capable of working from their own initiative.
Excellent IT skills with advanced knowledge of Word, Excel, PowerPoint, Outlook.
Effective administration, organizational and prioritization skills.
The ability to work effectively to strict deadlines.
The ability to interface with all levels of management in a competent manner.

At Teleflex, we follow a comprehensive hiring process. We do not accept unsolicited resumes from agency recruiters or 3rd party firms. We do not make unsolicited job offers. We do not ask for money or require equipment purchase up-front.

Teleflex, the Teleflex logo, Arrow™, Barrigel™, Deknatel™, QuikClot™, LMA™, Pilling™, Rüsch™, UroLift™ and Weck™ are trademarks or registered trademarks of Teleflex Incorporated or its affiliates, in the U.S. and/or other countries.

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