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Mgr II, Customer Complaint Advocacy

Company: B. Braun Medical
Location: Allentown
Posted on: June 24, 2022

Job Description:

B. Braun Medical, Inc.Mgr II, Customer Complaint AdvocacyUS-PA-AllentownJob ID: 2022-19982Type: Regular Full-Time# of Openings: 1Category: QualityCorp at Allentown AuxiliaryOverviewAbout B. Braun B. Braun Medical Inc., a leader in infusion therapy and pain management, develops, manufactures, and markets innovative medical products and services to the healthcare industry. Other key product areas include nutrition, pharmacy admixture and compounding, ostomy and wound care, and dialysis. The company is committed to eliminating preventable treatment errors and enhancing patient, clinician and environmental safety. B. Braun Medical is headquartered in Bethlehem, Pa., and is part of the B. Braun Group of Companies in the U.S., which includes B. Braun Interventional Systems, Aesculap - and CAPS -. Globally, the B. Braun Group of Companies employs more than 61,000 employees in 64 countries. Guided by its Sharing Expertise - philosophy, B. Braun continuously exchanges knowledge with customers, partners and clinicians to address the critical issues of improving care and lowering costs. To learn more about B. Braun Medical, visit . ResponsibilitiesPosition Summary:
B. Braun is looking to add an experienced professional to manage our newly formed Customer Complaint Advocacy team. This individual should have a strong background in quality management, clinical risk management, and/or post-market surveillance (e.g. complaint handling) and will be responsible for transforming the experience customers have with B. Braun when they encounter potential product quality issues or have to respond to post-market actions such as recalls. They will lead a team of four (4) Customer Complaint Advocates who are responsible for receipt and entry of customer complaints, communicating with the FDA and customers concerning product recalls, and act as a central escalation point when critical quality issues arise in the field. They should be a strong collaborator with the ability to communicate effectively with executives and external customers, manage multiple priorities simultaneously, and develop customer-centric metrics that can be used to measure our progress as we work to become the market leader in infusion therapy, pain management technology and support services.

Responsibilities: Essential Duties

  • Manages a team of Customer Complaint Advocates and oversees the timely receipt, entry, and follow-up of customer complaints and other product related feedback
  • Works cross-functionally to identify and implement improvements to the receipt, entry, and follow-up for customer complaints and recalls
  • Establishes questionnaires and other work standards to ensure complete and holistic understanding of customer complaints
  • Establishes customer centric metrics and reporting of post-market surveillance data
  • Acts as the champion for cross-functional escalation and resolution of high visibility customer concerns
  • Coordinates all aspects of post-market actions including recall committee meetings, recall communications, up to and including closure and termination.
  • Works closely with the Manager, Post-Market Surveillance to ensure that actions taken to resolve product complaints are properly documented and communicated to customers and health authorities as applicable.

    The job function listed is not exhaustive and shall also include any responsibilities as assigned by the Supervisor from time to time.

    It shall be the duty of every employee while at work to take reasonable care for safety and health of himself/herself and other persons.

    Expertise: Knowledge & Skills

    • Requires advanced knowledge of professional field and industry.
    • Influences the development of and drives the application of principles, theories, concepts.
    • Determines best course of action.
    • Manages entry to intermediate level employees of a department or a function with 1 or 2 sections.
    • Ensures budgets, schedules, and performance requirements are met.
    • Judgement is required in resolving complex problems based on experience.
    • Contacts are primarily with department supervisors, leads, subordinates, and peers.
    • Occasional contact with external contractors/vendors.

      QualificationsExpertise: Qualifications -Education/Experience/Training/Etc Required:
      • Bachelor's degree required, Master's degree preferred.
      • 10-12 years related experience required.
      • Applicable industry/professional certification preferred.
      • Regular and predictable attendance
      • Secrecy and invention agreement and non-compete agreement, Ability to work non-standard schedule as needed While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to handle or feel and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 20 pounds. Additional Information Responsibilities: Other Duties: The preceding functions have been provided as examples of the types of work performed by employees assigned to this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this description are representative of the knowledge, skill, and/or ability required. Management reserves the right to add, modify, change or rescind the work assignments of different positions due to reasonable accommodation or other reasons. Physical Demands:While performing the duties of this job, the employee is expected to:
        • Light work - Exerting up to 20 lbs of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.Lifting, Carrying, Pushing, Pulling and Reaching:
          • Occasionally:Reaching upward and downward, Push/pull, Visual Acuity with or without corrective lenses
          • Frequently:Stand, Sit
          • Constantly:N/AActivities:
            • Occasionally:Push/pull, Reaching upward and downward, Seeing - depth perception, color vision, field of vision/peripheral, Stooping/squatting, Walking
            • Frequently:Finger feeling, Hearing - ordinary, fine distinction, loud (hearing protection required), Sitting , Standing, Talking - ordinary, loud/quick
            • Constantly:N/AEnvironmental Conditions:
              • Occasionally:N/A
              • Frequently:N/A
              • Constantly:N/A Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
                • Noise Intensity:Low
                • Occasionally:Production/manufacturing environment, Other
                • Frequently:N/A
                • Constantly:Office environment What We OfferB. Braun offers an excellent benefits package, which includes healthcare, a 401(k) plan, and tuition reimbursement. To learn more about B. Braun and our safety healthcare products or view a listing of our employment opportunities, please visit us on the internet at

                  Through its Sharing Expertise - initiative, B. Braun promotes best practices for continuous improvement of healthcare products and services.NoticesEqual Opportunity Employer Veterans/DisabledAll qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.PI181230057

Keywords: B. Braun Medical, Allentown , Mgr II, Customer Complaint Advocacy, Other , Allentown, Pennsylvania

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