Associate / Analyst

Key Responsibilities

• Prepare and send clear, compliant written responses to customer complaints concerning medical devices, gathering any missing details required for complete case assessment.
• Address customer concerns promptly and escalate complex or high-impact cases to the Specialist or Team Lead for guidance.
• Deliver precise and professional information to customers through both verbal and written communication.
• Manage the entire complaint lifecycle — from event recording and customer follow-up to case closure or reopening when necessary.
• Coordinate with Subject Matter Experts (SMEs) and Specialists/Team Leads to ensure effective resolution of cases.
• Stay current with and adhere to all organizational policies, including those related to information security and data privacy.
• Safeguard the confidentiality and integrity of both company and customer information at all times.
  

Knowledge, Skills & Abilities

• Exceptional writing ability to compose clear complaint narratives, customer letters, and other documentation.
• Familiarity with medical terminology and understanding of how medical or pharmaceutical products are used in clinical settings.
• Strong communication skills to engage effectively with biomedical engineers and healthcare professionals for case-related details.
• Analytical and critical thinking capability to identify necessary questions, gather relevant data, and interpret complaint and event information accurately.
• Competency in drafting complaint summaries and customer communications.
• Proficiency in computer usage and documentation systems, with strong typing accuracy.
• Excellent listening skills and a professional telephone manner.
  

• Required: Bachelor’s degree in Science, Medical Engineering, or Allied Sciences (or equivalent).
• Preferred: Bachelor’s degree in Nursing, Biomedical Engineering, Pharmacy, or Clinical Laboratory/Medical Technology, combined with experience in healthcare, quality,