Head of Complaint Handling (all genders)

Your Challenge

We are looking for a skilled and driven leader to join our global quality team. As the Head of Complaint Handling, you will take ownership of the complaint handling process at the group level for the Preanalytics (PA) and Bioscience (BS) business units. You will lead the harmonization, optimization, and efficient management of complaint handling for both regulated and non-regulated products. Your focus will be on ensuring compliance, customer satisfaction, and continuous improvement.

Your main responsibilities will include :

• Define and implement compliant, efficient, and global complaint handling processes, ensuring adherence to regulatory requirements and best practices.
• Manage the intake, registration, and task assignment of incoming complaints from sales and product management.
• Ensure timely investigation and closure of complaints while maintaining compliance standards.
• Foster cross-functional collaboration with departments such as Production, Design, and Quality Management, ensuring transparency and customer focus.
• Monitor and optimize the assignment of tasks to investigation owners, driving efficiency and maintaining high standards.
• Ensure pre-evaluation of reportable complaints and assign evaluations to relevant regulatory personnel (e.g., PRRC).
• Provide functional leadership to site complaint handling teams, empowering them to manage complaints effectively and facilitate cross-functional collaboration.

Your profile

• Hold a Bachelor’s degree in a relevant life science or engineering discipline.
• Bring over 10 years of experience in Quality Management (QM), with a strong focus on complaint handling.
• Have proven managerial and leadership skills in project management.
• Possess a deep understanding of modern QM processes and tools.
• Demonstrate the ability to work autonomously, take initiative, and drive improvements.
• Previous experience in international companies and diverse cultural environments is advantageous.
• Showcase exceptional communication skills, especially in managing conflicting interests.
• Be proficient in English; additional languages are considered a plus.
• Office location : Kremsmünster (AT), Frickenhausen (DE) or Monroe (USA).

Our Offer

We offer you a role in a global QM environment with the opportunity to further develop your existing qualifications. In addition to our many attractive social benefits, the minimum annual salary in Austria is based on employment group IV of the collective agreement for the chemical industry. In other countries, compensation may vary based on local market conditions and legal frameworks.

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