Root-Cause Investigator for Medical Device Complaints

ViCentra B.V.; Utrecht; Hybrid; EUR 60,000 - 90,000; Full time

Job summary

ViCentra B.V. in Utrecht is seeking a Technical Complaint Investigator to probe root causes of product issues, collaborating with R&D, Operations, Manufacturing, Quality, Customer Care, and suppliers to drive safer products and continuous improvements.

You will balance hands-on investigations with documentation, ensuring compliant records and scalable processes to protect patients and uphold trust in ViCentra’s solutions.

Qualifications

• Technical or engineering background enabling quick understanding of system behavior and failure mechanisms.
• 3+ years of relevant experience in technical investigations, engineering, quality, manufacturing, or similar environments.
• Proven experience with root cause analysis methods (e.g. 5 Whys, Ishikawa) and translating findings into preventive actions.
• Confidence and curiosity to work deeply with R&D, suppliers, manufacturing.
• Strong documentation, analytical thinking, and communication skills.
• Experience in medical devices is not required, but is considered a strong advantage.
• Hands-on, motivated mindset: investigations include both technical depth and administrative work.

Responsibilities

• Supporting the investigation of “normal” complaint cases and product send-backs to maintain a strong investigation baseline.
• Performing root cause investigations on returned products, going hands-on where needed to understand pump level.
• Working closely with R&D, Operations, Manufacturing, Quality, Customer Care, and suppliers to investigate issues end-to-end.
• Managing and interpreting feedback from suppliers, integrating external input into structured investigations.
• Recording, tracking, and communicating investigation findings clearly via Salesforce and internal complaint systems.
• Balancing technically complex investigations with necessary administrative work, with compliant documentation as essential.
• Supporting the team as complaint volumes grow, proactively contributing to process improvements and scalability.

Skills

Root cause analysis

Documentation

Analytical thinking

Communication

Stakeholder collaboration

Tools

Salesforce

Job description

ViCentra B.V. in Utrecht is seeking a Technical Complaint Investigator to probe root causes of product issues, collaborating with R&D, Operations, Manufacturing, Quality, Customer Care, and suppliers to drive safer products and continuous improvements.

You will balance hands-on investigations with documentation, ensuring compliant records and scalable processes to protect patients and uphold trust in ViCentra’s solutions.