COMPLAINTS ANALYST TECHNICIAN II (TEMPORARY 12 MONTHS)

Biopharma Asia; Chihuahua; Hybrid; MXN 240,000 - 300,000; Full time

Job summary

Johnson & Johnson in Ciudad Juarez, Mexico seeks a Complaints Analyst Technician II (Temporary 12 months) to lead product complaint analysis, perform root cause investigations, and coordinate cross-functional actions to resolve issues while ensuring regulatory compliance and adherence to company quality standards.

The role involves hands-on support in quality processes, with emphasis on documentation, meetings, and collaboration with production teams.

Qualifications

• 2–4 years of experience in a related area preferred.
• Basic English acceptable; strong willingness to learn and adapt.
• Excellent problem solving and decision-making abilities.
• Experience with quality processes and failure analysis is preferred.

Responsibilities

• Investigate root causes of customer complaints and document findings.
• Coordinate meetings to report failures to manufacturing and implement corrective actions.
• Ensure compliance with Quality System policies and regulatory requirements (FDA, ISO 13485).
• Track, receive, and ship products and support inventory management.

Skills

Problem solving

Communication

MS Office

Quality processes

Inventory management

Education

High School diploma

Technical diploma

Tools

MS Office

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions are personal.Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.Learn more at jnj.com .

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Supply Chain Deliver

Job Sub Function:

Warehouse & Distribution

Job Category:

Business Enablement/Support

All Job Posting Locations:

Ciudad Juarez, Chihuahua, Mexico

Job Description:

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

About Cardiovascular

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of Cardiovascular? Ready to join a team that’s reimagining how we heal? Our Cardiovascular team develops leading solutions for heart recovery, electrophysiology, and stroke. You will join a proud heritage of continually elevating standards of care for stroke, heart failure and atrial fibrillation (AFib) patients.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for Complaints Analyst Technician II (Temporary 12 months)

Purpose:

Principal responsible for product analysis according to Customer Quality Process.

Prioritize hands-on, proactive candidates with exposure to Quality, failure analysis, inventory management and continuous improvement. The ideal profile should be comfortable combining administrative tasks with material handling and operational support. Basic English is acceptable, while positive attitude, willingness to learn, adaptability and a highly energetic mindset will be key differentiators.

You will be responsible for:

Under general direction and in accordance with federal, state and local laws/regulations and the Johnson & Johnson Corporate procedures and guidelines, this position:

Responsible for customer complaint root cause investigation.

Understand basic principles, theories, concepts and techniques related to customer complaints.

Responsible for coordinating meetings to report potentially related failures to manufacturing, implement corrective and preventive actions, consult with personnel from other departments such as the Production and Manufacturing (PET) team to discuss and solve problems.

Ensure compliance with policies and procedures of the company's Quality System, as well as applicable external requirements and standards, including FDA, ISO 13485, CMDCAS, PMDA and other global regulatory agencies, Enviro nmental, Health and Safety practices, and other medical devices standards for Johnson & Johnson.

Responsible for ensuring staff and company’s compliance with federal, state and local Environmental, Health and Safety regulations, policies and procedures.

Product analysis of other departments, if needed.

Responsible for tracking, receiving and shipping of the products

Responsible for communicating business related issues or opportunities to the next management level

For those who supervise or manage a staff, responsible for ensuring that subordinates follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition, if applicable

Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures

Level of Responsibility:

Same responsibilities as Complaints Analyst Technician I, plus:

Coordinate scrap activities for customs department compliance.

Responsible for communicating business related issues or opportunities to the next management level.

Qualifications / Requirements:

2 – 4 years (any area)

English preferably 25%-50%

High School graduate / technical graduate, or equivalent. Ideally 25- 50% Work Experience 2 – 4 years (any area) of college/ bachelor’s degree and related work experience

Excellent problem solving and decision-making abilities.

Microsoft Office handling.

Communication skills that allow effectively working at different levels and teams.

Product, equipment and process validation knowledge.

Medical device work experience or pharmaceutical field preferably.

Previous exposure to Quality processes, failure analysis, inventory management and/or continuous improvement is preferred.

Willingness and ability to perform both administrative and hands-on operational activities, including material handling, moving boxes and distributing parts/materials to Engineering teams.

Positive attitude, proactive mindset, adaptability and strong willingness to learn are highly valued for this position.

Ability to work in a dynamic environment and provide hands-on support based on day-to-day operational needs.

Required Skills:

Preferred Skills:

Collaboration, Communication, Continuous Improvement, Demand Forecasting, Detail-Oriented, Distribution Management, Distribution Resource Planning (DRP), Document Management, Execution Focus, Materials Handling, Office Administration, Order Management, Process Oriented, Project Administration, Strategic Supply Chain Management, Transportation Management, Warehouse Management