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.
General:
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
www.bbraunusa.com.
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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