Sr. Analyst, Complaint Hand

Zvh; Tijuana; Presencial; MXN 420.000 - 540.000; Jornada completa

Descripción de la vacante

Baxter seeks a Sr. Analyst, Complaint Hand to evaluate, process, and investigate Hill-Rom product complaints for post-market surveillance. The role requires understanding customer allegations and accurately documenting summaries and investigations.

Responsibilities include leading complaint operations, handling events, ensuring record accuracy, and coordinating with engineering for root cause analysis while meeting regulatory closure timelines.

Formación

• Associate degree or 3+ years medical device experience.
• Proficient in English (spoken and written).
• Strong written, verbal, interpersonal, analytical, and organizational skills.
• Experience resolving issues for internal and external customers.
• Familiarity with QSR, Medical Device Directive, and ISO Quality System.

Responsabilidades

• Leads complaint operations and runs complaints within software applications.
• Handles the sequence and handling of potentially reportable events within software based on an understanding of the risks associated with product malfunction.
• Ensures complaint records accurately reflect the allegation, investigation and conclusion of the customer complaint.
• Works independently and with different parts of the organization to resolve complex issues.
• Identifies the need for and requests engineering investigation reviews to identify the root cause for identified malfunctions.
• Ensures timely closure of complaints to align with regulatory requirements.
• Adapts to changes in the work environment; runs competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Support internal corporate, advised bodies, third party, and regulatory audits as needed.

Conocimientos

Analytical skills

Organizational skills

Interpersonal skills

Written & verbal communication

English proficiency

Educación

Associate degree

Herramientas

EtQ

Microsoft Office

Descripción del empleo

This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride.

Your role at Baxter:

You, as Sr. Analyst, Complaint Hand, will conduct product complaint evaluation, processing, and investigation for Hill-Rom products to support post market surveillance. The Associate Analyst, QA must be able to understand the customer’s allegation and accurately document the summary and investigation details as appropriate.

What you will be doing:

• Leads complaint operations and runs complaints within software applications.
• Handles the sequence and handling of potentially reportable events within software based on an understanding of the risks associated with product malfunction.
• Ensures complaint records accurately reflect the allegation, investigation and conclusion of the customer complaint.
• Works independently and with different parts of the organization to resolve complex issues.
• Identifies the need for and requests engineering investigation reviews to identify the root cause for identified malfunctions.
• Ensures timely closure of complaints to align with regulatory requirements.
• Adapts to changes in the work environment; runs competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Support internal corporate, advised bodies, third party, and regulatory audits as needed.

What will you bring?

Associate degree or a minimum of 3 years previous related work experience in the medical device or equivalent combination of education and experience. Must be proficient in both speaking and writing in English. Good written and verbal skills as well as good interpersonal, analytical and organizational skills. Experience in resolving issues for internal and external customers. Ability to work within deadlines, and work on multiple projects accurately and efficiently. Some experience with QSR, Medical Device Directive, and ISO Quality System. Ability to define problems, analyze data, establish facts and draw conclusions. Attention to detail and accuracy is required. Ability to function as an individual contributor within a team. Proficiency with Microsoft Office Products such as Word, Excel or equivalent software. Familiarity with EtQ software is helpful.

Equal Employment Opportunity Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodations Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.

No matter your role at Baxter, your talent, skills, and time has a direct impact on people's lives. Since 1931, we have been at the forefront of innovation by bringing smarter, more personalized care to patients around the world. Now, we're more determined than ever to make a lasting impact as we are redefining healthcare delivery across the care journey. Our Mission to Save and Sustain Lives motivates us as we create a culture in which each of us can succeed. This is where you belong.