**Location**:Cartago, Costa Rica, CR**Job Family**: Quality Assurance**Country/Region**: Costa Rica**Job Function Summary**:The Complaint Handler Technician will evaluate, investigate, and resolve complaints of various products from different countries, initiate corrective and preventive actions when needed, analyze complaint data, gather additional data as needed and provide feedback to the manufacturing functions on potential process improvements, product defects and safety evaluations. The Complaint Handler Technician will also serve on the QA team to ensure processing of complaints with proper evaluation and documentation, and in timely manner according to local and global procedures.**Major Areas of Accountability**:Daily handling of complaints including entering information in the Coloplast complaint database (TrackWise)Analysis of complaint data and investigation of products, provision of data for productionInterpret and analyse data to identify trendsMonitoring of complaint trending (trend analysis) for quarterly product review meetingsInitiating corrective and preventive actions for operational quality assurance engineers and production support engineers and monitoring of these activitiesIn case of a serious incident, escalation to Management, and involving the responsible(s) in the processComply with internal instructions and work discipline in connection with workScheduling training of the complaint process for local users or knowledge sharingEnsure continued preparedness from the "know-how" of the products / technologies involvedCreate/update, document, and implement relevant proceduresWork with Global Process owner and complaint initiators / investigators to ensure compliance to the complaint handling processParticipation on cross-functional teamsPerform other duties within quality processes, as necessaryPrepare and sign certificates for those countries who has requested, this task is delegated by Head of Quality Cartago.Performing their job in compliance with the guidelines givenDrawing attention to the manager to any difficulties in understanding or following the guidelinesDrawing attention to inefficiency of the systemTake responsibility for those safety aspects identified for the given position**Essential Qualifications**:Technical degree in Productivity or Quality**Computer knowledge and good typing skills required**: MS Office (Word, Excel), Outlook and databasesExperience with TrackWise is preferred, but not a requirementWorking knowledge within medical device industry and regulations**Responsible for**:Performing their job in compliance with the guidelines givenDrawing attention to the manager to any difficulties in understanding or following the guidelinesDrawing attention to inefficiency of the system**Required Knowledge, Skills and Abilities**:Relevant experience supporting complaint handling investigations, medical device reporting, or related workKnowledge or medical device regulationsSelf-motivation and a genuine interest in improving processes and internal customer relationshipsAbility to meet deadlinesCapable of interpreting data, and generating CAPAsGood communication skills (verbal and written) in EnglishGood documentation and time management skillsMust work well in a team and be adaptable/flexibleAttention to detail and the ability to follow work instructionsAn understanding of the importance of customer focusAbility to effectively interact with various internal and external customers/ vendorsMust work well independently and be adaptable/flexible with team membersAbility to maintain a good working relationship with coworkers and staffAbility to multi-taskAbility to organize efficiently and effectively, good structureAbility to convey a positive and professional image to internal and external customersAbility to exercise logical and sound judgmentListening- practices at tentative and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagreesProficient problems solving skillsWhy Coloplast?Coloplast develops products and services that make life easier for people with personal and private medical conditions. Working closely with the people who use our products, we create solutions that are sensitive to their special needs. We call this Intimate healthcare.**We are guided by three values**:**Closeness**: we work closely with our customers to find solutions that meet their specific needs.**Passion**: we work passionately to create new and innovative products that improve the quality of life for our customers.**Respect and responsibility**: we have deep respect for the private nature of the condition our customers face. Therefore, it's our responsibility to find not only medical solutions, but also ways to minimize the trauma and taboo associated with these conditions.Our business includes Ostomy
