Job Title
Lead, Global Complaint Management
Position Summary
This position provides supervision, guidance and training to employees. Measure and manage established key performance metrics. Identify and lead process improvements and other special projects as assigned.
Essential Duties & Responsibilities
- Establish and maintain a high performing teams.
- Provide comprehensive guidance to analysts within the team, ensuring the detailed, accurate, and timely handling of records including company and customer information.
- Manage calls and emails due to dissatisfied customers and further escalate complex events with significant consequences.
- Offer training, assistance, guidance, and mentoring to Customer Success Center staff, regular evaluation of their performance and deliver constructive feedback.
- Ensure that teams are managed in accordance with procedures and processes and that metrics are consistently met.
Knowledge, Skills & Qualifications
- Working knowledge of medical device regulations, requirements, and standards.
- Ability to manage and lead a team of individuals.
- Proficiency in effectively communicating through calls and e-mail with bio-medical engineers, manufacturing personnel, and/or healthcare providers.
- Exceptional customer service skills and the ability to troubleshoot and resolve issues with dissatisfied customers.
- Competence in delegating tasks to team members and communicating effectively with a wide range of departments and personnel.
- Excellent problem-solving, analytical, and decision-making abilities.
- Strong communication skills.
- Proficient with computers and software such as Outlook, Word, Excel, PowerPoint, WebEx, Visio, TrackWise Digital
Education and Experience
- Bachelor of Science Degree in Nursing, Bio-Medical Engineering, Pharmacy, Medical Technology/ Clinical Laboratory Science, or another scientific field required.
- Minimum six years Quality or Regulatory Affairs experience within the Medical Devices Manufacturing industry.
- Minimum two years of supervisory/management experience with demonstrated ability to lead teams.
Minimum Qualifications
- Must be at least 18 years of age
Travel Requirements
No travel requirements.
Physical Requirements and Work Environment
- This is largely a sedentary role.
- This is a night shift role.
- This job operates in a professional office environment and routinely uses standard office equipment.
ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Skills Required
- Bachelor of Science Degree in Nursing, Bio-Medical Engineering, Pharmacy, Medical Technology, or a scientific field
- Minimum six years Quality or Regulatory Affairs experience in Medical Devices Manufacturing
- Minimum two years of supervisory/management experience
ICU Medical Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ICU Medical and has not been reviewed or approved by ICU Medical.
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Retirement Support — Retirement offerings include a 401(k) with a company match and mentions of immediate vesting in some cases. Feedback suggests this component is one of the more reliable strengths of the package.
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Leave & Time Off Breadth — Paid time off and holidays are consistently highlighted as stronger elements within the benefits mix. Feedback suggests time-off policies compare favorably relative to other benefit areas.
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Healthcare Strength — Core coverage spans medical, dental, and vision alongside HSA/FSA and life/disability options. Feedback suggests the breadth is comprehensive even if the depth feels average in places.
ICU Medical Insights
What We Do
ICU Medical connects patients and caregivers through safe, life-saving, life-enhancing IV therapy systems, software, solutions, and consumables. Since IV therapy is our only business, meeting your IV needs with quality products and consistent supply is our only concern. We are 100% focused on bringing you intuitive, patient-centric IV products and services that provide meaningful clinical differentiation, consistent innovation, and superior value. We design our products to work within your existing workflows to minimize disruption and maximize the time you spend with patients. Together, we help forge the human and emotional connections that enhance clinical experience and are the essence of outstanding quality of care. For more than three decades, we have been dedicated to a singular purpose—improving the safety and efficiency of IV therapy. With the acquisition of Hospira Infusion Systems from Pfizer in 2017, we became the only company to focus exclusively on IV therapy across the continuum of care. Our focus allows us to bring you: > Dedicated and non-dedicated IV sets and needlefree connectors clinically proven to provide an effective barrier against bacterial transfer and colonization. > The industry’s broadest IV smart pump offering covering large volume, pain management, and ambulatory needs. > IV medication safety software providing full IV-EHR interoperability with the highest customer satisfaction and compatibility with more EHR systems than any other company. > Significant US IV solutions manufacturing and supply capabilities.
