Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

Are you interested in making a global impact? This position optimally supports the complaint handling process and processes complaints in a uniform and timely manner. This position will act as the “single point” of contact between internal and external customers, Sales organizations, HCPs, nurses, and patients as well as regulatory bodies, such as US FDA, Canadian Health Canada, German BfArM, UK MHRA, French ANSM, concerning products issues, product information, patient requests and complaints.

The person receives first information from markets upon complaint information, evaluates incoming data and enters available data into the Global Complaint Handling Database. Communicate with customers and request vital complaint information from the Complainant and involved parties. Ensure ethical responsibility to maintain privacy and confidentiality of patient records and private information. Communicates results of complaint investigation back to customers and is responsible for reviewing the complaint for completeness and accuracy before closure of the complaint.

Under the direction of the Regulatory Compliance Supervisor, this position handles activities and procedures associated with complaint communication. It is accountable for setting its own work direction and completing work tasks. Other duties may be assigned at the direction of the Regulatory Compliance Supervisor.

For internal use only: P1

What will you be doing?

• You receive , review, and enter product complaint information into the complaint handling database and interact with HCPs, Patients and the Sales organization regarding their Product Quality concerns.
• Continuously supervises the information gathering process and tracks the status of complaint communication until end customer communication. Continually track open, in process and complete complaints and product investigations and follow up internally and externally.
• Complete all required non-reportable customer complaint-related documentation in an accurate, professional, and timely manner.

What will you need to be successful?

• Education: Bachelor's degree in: Nursing, Biology or Microbiology, Electromedicine Engineering (Biomedicine Engineering), Engineering: Industrial, Mechanical, etc., or other related field.
• Experience: Minimum 1 year of r egulatory knowledge with complaint handling; adverse event reports; recalls and quality systems (beneficial). Call center experience (beneficial)
• Effective communication skills, ability to learn quickly
• Physical Demands: Ability to work in an office environment and operate a computer for extended periods.
  

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

• Inclusion, Diversity and Equity- Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about Employee Inclusion Groups on our website ( https://www.smith-nephew.com/
  • Your Future: Discounted Stock Options, Tuition Reimbursement
  • Work/Life Balance: Flexible Personal/Vacation Time Off, Paid Holidays, Flex Holidays, Paid Community Service Day
  • Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Employee Association, Parental Leave
  • Flexibility: Hybrid Work Model (For most professional roles)
  Training: Hands-On, Team-Customized, Mentorship

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