Root-Cause Investigator for Medical Device Complaints

ROM Utrecht Region; Utrecht; Hybrid; EUR 55,000 - 75,000; Full time

Job summary

ViCentra B.V. is seeking a technical complaint investigator to drive deep, rigorous investigations of feedback and product issues. You will work with R&D, Manufacturing, Quality and suppliers to turn real-world insights into safer designs and smarter processes.

You will document findings in Salesforce and related systems, perform hands-on root cause analysis, and help scale investigations as volumes grow while maintaining compliant records and proactive improvements.

Qualifications

• 3+ years of relevant experience in technical investigations or related engineering/quality/manufacturing environments.
• Proven experience with root cause analysis methods (e.g., 5 Whys, Ishikawa) and translating findings into preventive actions.

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 truly understand what is happening at 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, understanding that compliant documentation is an essential part of impact.
• Supporting the team as complaint volumes grow, proactively contributing to process improvements and scalability.
• Experience in medical devices is not required, but is considered a strong advantage.

Skills

Root cause analysis

Analytical Thinking

Communication skills

Problem-solving

Collaboration

Documentation skills

Attention to detail

Curiosity

Hands-on mindset

Customer-focused

Adaptability

Job description

ViCentra B.V. is seeking a technical complaint investigator to drive deep, rigorous investigations of feedback and product issues. You will work with R&D, Manufacturing, Quality and suppliers to turn real-world insights into safer designs and smarter processes.

You will document findings in Salesforce and related systems, perform hands-on root cause analysis, and help scale investigations as volumes grow while maintaining compliant records and proactive improvements.