Head of Complaint Management
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Head of Complaint Management
Our mission is clear: We want hearing impaired to be able to experience high life quality. We want to develop the world’s best hearing healthcare solutions. Nothing less… and to do so we need you!
Who are we?
The Head of Complaint Management is placed in Demant´s Hearing Instrument Group (HIG) Quality Department in Denmark. We are responsible for quality and regulatory for our biggest brands, like Oticon, Bernafon, Sonic and Philips. The group consists of 195 employees globally. The department entails Product Quality, InMarket Product Support, Regulatory Affairs, Quality Assurance, Production Quality and Strategic Programs (Program Management Office).
You will be part of our InMarket Product support team and you will be leading 4 engaged Quality employees located in Denmark and 1 Quality complaint team leader in Poland. 20 skilled employees work in the complaint management team. Your mission is to lead the complaint management team and manage the complaint handling process in a highly regulated environment.
The tasks
Lead and coach the direct reports and facilitate improvement initiatives
Management of the complaint handling process, including compliance of documents and procedures with intended regulations / standards, KPIs and quality complaints trend analysis
Management of daily tasks as part of the complaint handling & vigilance activities consisting in complaint file management and Medical Device Reporting
Interface with distributors and sales companies regarding the definition of roles and responsibilities for Quality Complaints and Medical Device Reporting
Implementation of new regulatory and quality requirements in the complaint handling process and vigilance
Leading all activities related to the complaint handling process
Drive the Quality Surveillance Program (early warning program) across participating sales companies
Responsible for Quality Data trends analysis and regular quality reporting in order to escalate Quality issues and support the corrective/preventative actions processes.
Qualifications
- You have a technical or commercial / business degree.
- We expect you to have a minimum of 5 years of work experience with complaint management and medical device reporting within the medical device industry.
- You are an experienced leader (min 3 years).
- You are familiar with ISO 13485, MDSAP, MDD, MDR, 21 CFR 820 QSR (FDA), CAPA, Auditing, and regulatory documentation.
- Experience with Microsoft Office applications including Power BI
- Fluent in English
- As we are a global company, you should expect travelling days to be around 10-20 days.
Your personal mark
- Good interpersonal, communication and writing skills
- Like to share information with your colleagues
- Pragmatic and strive for efficiency in all that you do
- Good at prioritizing different tasks to achieve your own and our common goals
- Able to work with analytical and structured work methods paying attention to details
We dare to make a difference
We are at the forefront of the latest technology. You will be seizing an opportunity to be part of a growing international company with a dynamic environment built on trust and openness, and a strong will to win.
To seize this opportunity, we are open to receiving your application.
For questions regarding the positions, please contact Kenneth Ernst, Sr. Director In-Market Product Support at: [email protected]
We are looking forward to hearing from you.
About Demant
Demant is a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss connect and communicate with the world around them. For more than a century, the Demant Group has played a vital part in developing innovative technologies and know-how to help improve people’s hearing and health. In every aspect, from hearing devices, hearing implants and diagnostic equipment to hearing care all over the world, Demant is active and engaged. A growing business in intelligent audio solutions for gaming and office communication is also a significant part of the Group.
The Demant Group operates in a global market with companies in more than 30 countries, employs more than 15,000 staff and generates annual revenue of DKK 15 billion. Our products are sold in more than 130 countries where we create life-changing differences through hearing health.
Information og data
Denne ledige stilling har jobtypen "Afdelingsleder", og befinder sig i kategorien "Ledelse og personale".
Arbejdsstedet er beliggende i Smørum.
Jobbet er oprettet på vores service den 2.6.2021, men kan have været deaktiveret og genaktiveret igen.
Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
- Afdelingsleder
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