Regional Director, Complaint Handling

•The purpose of the role is to coordinate and manage the regional/country complaint handling process for all Alcon medical device products, including intake, follow up and triage for reports of quality/technical complaints and Adverse Events in compliance with local and international regulations, guidelines and applicable directives.

  • Assure competent and thorough information gathering of medical device related quality technical and Adverse Event complaints through guidance of assigned group of complaint handling professionals
  • Assure proper and timely triage of complaints and follow-up reports to appropriate functions (ex: Medical Safety, Manufacturing) to comply with investigation and Health Authority reporting requirements
  • Triage requests for refunds, replacement product, and professional credit per procedure
  • Utilize metrics, KPIs and other functional assessments to guide sound, successful customer interactions and solutions for customer handling, triage and refund actions
  • Assist with building and maintaining strong cross functional alliances with Medical Safety, Medical Information, Field teams, MTO, Regulatory Affairs and other key groups
  • Drive, mentor and evaluate direct reports’ compliance with applicable regulations, guidelines, and company directives. Assess direct reports’ overall customer interaction score and related results through appropriate metrics development and ongoing analysis
  • Responsible for management of regional refund and replacement products process and budget
  • Assign, review and oversee training curricula and training compliance for direct reports
  • Assist with procedural documentation creation, revision or deviation management as needed

Alcon is an Equal Opportunity Employer and participates in E-Verify. As part of the Novartis Group of Companies, Alcon takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an e-mail to [email protected] and let us know the nature of your request and your contact information

alrpo EEO Statement The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Minimum requirements •BA/BS degree in a medical or scientific field required

  • English fluently spoken & written
  • Additional languages depending on location
  • 7 years leading people
  • 10 years directly related experience

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