Technical Complaint Investigator

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 active in designing innovative solutions for diabetes management. The company focuses on creating simple, beautiful, and effective products that enhance the lives of people living with diabetes. By combining technological innovation with human-centered design, ViCentra aims to empower individuals with more freedom and confidence in managing their health.

As a technical complaint investigator, you will ensure that every signal is taken seriously and every issue is fully understood. You will dive deep into investigations, working closely with R&D, Manufacturing, Quality, and suppliers to turn real-world feedback into safer products and smarter designs. Your role is crucial in maintaining trust in ViCentra's offerings and driving continuous improvements that protect patients.

• 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
• 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.
• Experience in medical devices is not required, but is considered a strong advantage

Skills required for the job

Technical background Root cause analysis Analytical Thinking Communication skills Problem-solving Collaboration Documentation skills Attention to detail Curiosity Hands-on mindset Customer-focused Adaptability