Product Surveillance Coordinator (6 months) - Bugis

PRIMESTAFF MANAGEMENT SERVICES PTE LTD; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A medical device firm located in Singapore seeks a professional to manage product complaints and feedback. The role involves logging complaints accurately, coordinating with regional teams for follow-up, and ensuring compliance with regulatory requirements. Candidates should have at least 2 years of experience in a related field, strong communication skills, and the ability to work in a fast-paced environment. Knowledge of SMART Soft systems will be an advantage. This position offers an opportunity for impactful work in regulatory environments.

Qualifications

• Minimum 2 years of experience in medical device or pharmaceutical industry.
• Experience in product complaint handling or customer support.
• Ability to work in a fast-paced, regulated environment.

Responsibilities

• Manage product complaints and feedback from various markets.
• Coordinate with regional teams for timely case follow-up.
• Ensure compliance with internal procedures and documentation practices.

Skills

Strong communication skills

High attention to detail

Good coordination skills

Tools

SMART Soft systems

Job description

Product Complaint & Case Management

• Receive and manage product complaints and feedback from Asian markets, including hospitals, distributors, and external stakeholders.

• Promptly log all incoming complaints and create formal case records, ensuring completeness and accuracy of information captured, including:

  • Nature of the complaint or feedback

  • Product and device details

  • Description of the issue or defect

  • Country of origin

  • Caller or reporting party details

• Ensure all cases are created, documented, and acknowledged within 48 hours, with a strong emphasis on speed, accuracy, and responsiveness.

Coordination & Follow‑Up

• Coordinate closely with regional teams to ensure timely follow‑up, investigation, and resolution of reported cases.

• Support proper documentation and information flow across internal stakeholders.

• Work closely with on‑site operations and collaborate with Quality, Regulatory, and Technical teams to facilitate case handling and escalation when required.

Compliance & Documentation

• Ensure complaint handling processes align with internal procedures and regulatory requirements.

• Maintain accurate records and ensure all case documentation is complete, traceable, and audit‑ready.

• Support continuous improvement initiatives related to product surveillance and complaint handling processes.

Requirements

• Min 2 years relevant experience handling inbound calls, email, or case management in medical device or pharmaceutical industry.

• Prior experience in product complaint handling, customer support, quality operations, or product surveillance functions will be an advantage.

• Experience or exposure to SMART Soft systems will be considered a strong advantage.

• Strong communication skills, with the ability to interact professionally with hospitals, distributors, and internal stakeholders.

• Ability to work in a fast‑paced environment with tight turnaround timelines.

• High attention to detail and accuracy in documentation.

• Good coordination and follow‑up skills across multiple teams and regions.

• Comfortable working in regulated environments with compliance‑driven processes.