Product Complaints Coordinator

6 months ago

Sydney, Australia Device Technologies Australia Full time

**About us**

**Since 1992, Device Technologies has been dedicated to improving patients’ lives through leading edge technology and services, **supplying hospitals and healthcare professionals with high-calibre medical solutions from around the world. Over 30 years, Device Technologies has developed a reputation for the quality, dedicated service and ongoing support provided by our people. With HQ in Sydney, the company continues to grow, representing over 200 trusted brands, and employing over 1000 highly skilled staff located across Australia, New Zealand and Asia.

Geared towards optimal performance, our culture is built on empowering our people to achieve their goals, aligning with wider business objectives. We focus on productivity, continuous improvement, career development and leadership nurturing to foster a superior workforce.

**The opportunity**

The **Product Complaints Coordinator** works within the RAQA team on complaint activities that support and guide the Business Units in discharging their regulatory obligations to conduct Complaint Handling, Vigilance reporting, and Post Market activities.
- Maintaining an accurate and up to date record of all complaints.
- Maintain spreadsheets.
- Liaising with overseas suppliers, customers, sales team and internal staff to obtain effective and timely outcomes.
- Investigation of complaints, ensuring accuracy & completeness of information prior to recording of complaint.
- Notification of complaints to relevant manufacturer.
- Notification of patient-related incidents to RA and/or TGA as required.
- Ensuring effective follow up on completed complaints, including provision of replacement product and/or credit, follow up letter to customer, etc.
- Regular reporting to RA management as required.
- Collation of product complaints information for annual TGA reporting.
- Provide support to the Quality Systems department as required.
- Provide general backup support to the RA team as required.
- Presentation of Product Complaints process to new employees including company inductions.
- Other duties, as required.

**About you...**

At Device Technologies, we succeed through our commitment to four key values:
**Delivering Innovation** - We encourage and reward fresh ideas and are committed to supporting our people to make change.

**Seeking Collaboration** - We support each other in our combined mission to help others achieve their goals.

**Taking Ownership** - We believe in equipping our people to take responsibility and accountability in their roles and trust them to get the job done.

**Practising Good Business** - Our success is built on a mix of intuition and experience and we foster an environment where all voices are heard and nobody is afraid to make mistakes.

**Experience required**:

- At least two years of relevant work experience in a similar role in Medtech or similar industry
- Excellent verbal and written communication skills, able to convey appropriate information with clarity and effectiveness.
- Good computer skills (Excel, Word).
- Good collaboration skills.
- Ability to process technical information.

**Desirable**
- Experience using SAP, SharePoint.
- Familiarity with relevant Regulations and Guidelines.
- Knowledge in regulations for Medical Device Reporting (MDR) is considered an advantage.
- Tertiary qualification in related field (Science, engineering preferable)
- A knowledge of medical terminology.

**Interested?**

At Device Technologies we are motivated by the opportunity our equipment provides to change people’s lives. We have a clear vision to ensure all our people feel valued and respected, can be themselves and can flourish as contributors to the success of our business.

Our promise is all qualified applicants will receive consideration for employment without regard to diversity of race, gender, sexual orientation, religion, ethnicity, disability, age and all the other wonderful characteristics that make us different.
- It is also a mandatory requirement for certain roles within our organisation, where the successful applicant may be required to present certifications and/or vaccinations status as per role requirements. Evidence of certificates or vaccination status will be requested during the interview process by management to qualify fit for role and prior to any offer._

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