Starkey Hearing Technologies
Sr. Complaint Specialist
Starkey Hearing Technologies, Eden Prairie, Minnesota, United States, 55344
Description
Starkey Hearing is hiring a Sr. Complaint Specialist. If you are a self-motivated individual with expertise in hearing aid troubleshooting and counseling, have a curious personality, with a drive to find root cause, this may be the perfect career move for you. As a Starkey Sr. Complaint Specialist you will serve as the voice of the customer working with cross-functional teams and promote a positive complaint handling culture within the business, while ensuring the timely execution of the complaint-handling process.Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better. Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what's possible.We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide.
Watch this video to see more of what sets Starkey apart.https://youtu.be/9cUYwTlCepg?si=wkovx8_R_iINfrc6The Senior Complaint Specialist will be assigned the responsibility of day-to-day processes of product complaint handling investigations, working across functions on issue escalation, managing complaints' priority to serve customers in a timely manner, and working with cross functional teams as needed to collaborate, understand and close the issue at hand. The focus of this senior level roll will be on product quality related complaints. A deep understanding and knowledge of Starkey Products and Accessories is essential for successful closure of complaints, association to open CAPAs (Corrective Action/Preventative Action) or escalation to a CAPA. Must be able to successfully navigate and understand the technical complexity of products and be able to support and troubleshoot issues with our Starkey customers when applicable. This roll will support customer facing staff with escalated calls and de-escalation of concerns.Support The Quality & Regulatory Organization by working cross departmentally in any issue escalation and prioritization in order to ensure management of complaint records. Ensure customers are served in a timely manner and all medical device regulatory reporting statues are adhered too. Assess reportability of complaints and work in collaboration with the Manager of Post Market Surveillance on any potential reportable events, providing the detail and rationale needed for submissions to our regulatory bodies.Responsibilities will include complaint record acceptance, investigation, regulatory review, capa escalation review and closure, with appropriate analyzation of the complaint submission to determine if it meets the definition of a complaint, document appropriate classifications of said complaint and provide customer and or internal customer facing team follow up as needed. They will bring technical expertise of Starkey products, regulatory requirements, and the customer voice to ensure the quality and accuracy of the data is preserved.
Approach and DeploymentConducts complaint investigations and associated tasks to ensure complaint investigations are thorough, investigation conclusions are appropriate, appropriate procedures are followed and complaint investigations are conducted and closed in a timely manner.Assess complaint records for reportability to our regulatory bodies.Review and close all complaint records according to FDA and MDR compliance and ISO certification requirements and in accordance with our Post Market Surveillance Standard Operating Procedures. Update specific CAPAs/CERs (Corrective and Preventative Action/Continuing Engineering Request) related to selected complaints in accordance with our Post Market Surveillance procedures.Support CAPA owners by providing and routing product that meets the definition of their investigation and providing any detail to support the CAPA owners root cause investigation.
Adhere to Post Market Surveillance procedures and policies for tracking and trending complaint data.Support complaint handler associates with product related questions.Work with management to prioritize business and information needs.Support customer facing team questions regarding submitted, active and closed complaints.Support escalated customer calls, video conferences or meetings organized by sales or cs leadership or team members to ensure de-escalation of concerns and provide rationale and paths forward for customer resolution.Conduct trainings for customer facing teams on complaint handling systems.Learn and support existing systems and become a subject matter expert in Applications that are part of Starkey's Quality & Regulatory operations.
Results - Performance MeasuresKey Performance IndicatorsPlan deliverables met on schedule with quality
Complaint closure delivered on time per business needs.Reportability delivered on time per FDA and MDR compliance metrics.
Other DutiesSupport Starkey Employee Corporate and/or Department Guidelines.Check and verify quality.Support corporate health and safety objectives.React to change productively and handle other essential duties as assigned
Job RequirementsEducation:MS in Audiology or Hearing Aid Dispensing License, AuD preferredExperience:3-5 Years experience in fitting and follow-up with hearing aids and respective accessoriesKnowledgeKnowledge of Microsoft Office products requiredExpert in MS Excel
Skills & AbilitiesHaving a strong business acumenCritical thinkingAttention to detail
Responsibilities:Confidential InformationThis person has access to customer database information.
Required Communication:Internal:Communicates with all cross functional teams, primarily within Quality, Engineering, Manufacturing, & Customer Facing Teams#LI-KS1
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Starkey Hearing is hiring a Sr. Complaint Specialist. If you are a self-motivated individual with expertise in hearing aid troubleshooting and counseling, have a curious personality, with a drive to find root cause, this may be the perfect career move for you. As a Starkey Sr. Complaint Specialist you will serve as the voice of the customer working with cross-functional teams and promote a positive complaint handling culture within the business, while ensuring the timely execution of the complaint-handling process.Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better. Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what's possible.We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide.
Watch this video to see more of what sets Starkey apart.https://youtu.be/9cUYwTlCepg?si=wkovx8_R_iINfrc6The Senior Complaint Specialist will be assigned the responsibility of day-to-day processes of product complaint handling investigations, working across functions on issue escalation, managing complaints' priority to serve customers in a timely manner, and working with cross functional teams as needed to collaborate, understand and close the issue at hand. The focus of this senior level roll will be on product quality related complaints. A deep understanding and knowledge of Starkey Products and Accessories is essential for successful closure of complaints, association to open CAPAs (Corrective Action/Preventative Action) or escalation to a CAPA. Must be able to successfully navigate and understand the technical complexity of products and be able to support and troubleshoot issues with our Starkey customers when applicable. This roll will support customer facing staff with escalated calls and de-escalation of concerns.Support The Quality & Regulatory Organization by working cross departmentally in any issue escalation and prioritization in order to ensure management of complaint records. Ensure customers are served in a timely manner and all medical device regulatory reporting statues are adhered too. Assess reportability of complaints and work in collaboration with the Manager of Post Market Surveillance on any potential reportable events, providing the detail and rationale needed for submissions to our regulatory bodies.Responsibilities will include complaint record acceptance, investigation, regulatory review, capa escalation review and closure, with appropriate analyzation of the complaint submission to determine if it meets the definition of a complaint, document appropriate classifications of said complaint and provide customer and or internal customer facing team follow up as needed. They will bring technical expertise of Starkey products, regulatory requirements, and the customer voice to ensure the quality and accuracy of the data is preserved.
Approach and DeploymentConducts complaint investigations and associated tasks to ensure complaint investigations are thorough, investigation conclusions are appropriate, appropriate procedures are followed and complaint investigations are conducted and closed in a timely manner.Assess complaint records for reportability to our regulatory bodies.Review and close all complaint records according to FDA and MDR compliance and ISO certification requirements and in accordance with our Post Market Surveillance Standard Operating Procedures. Update specific CAPAs/CERs (Corrective and Preventative Action/Continuing Engineering Request) related to selected complaints in accordance with our Post Market Surveillance procedures.Support CAPA owners by providing and routing product that meets the definition of their investigation and providing any detail to support the CAPA owners root cause investigation.
Adhere to Post Market Surveillance procedures and policies for tracking and trending complaint data.Support complaint handler associates with product related questions.Work with management to prioritize business and information needs.Support customer facing team questions regarding submitted, active and closed complaints.Support escalated customer calls, video conferences or meetings organized by sales or cs leadership or team members to ensure de-escalation of concerns and provide rationale and paths forward for customer resolution.Conduct trainings for customer facing teams on complaint handling systems.Learn and support existing systems and become a subject matter expert in Applications that are part of Starkey's Quality & Regulatory operations.
Results - Performance MeasuresKey Performance IndicatorsPlan deliverables met on schedule with quality
Complaint closure delivered on time per business needs.Reportability delivered on time per FDA and MDR compliance metrics.
Other DutiesSupport Starkey Employee Corporate and/or Department Guidelines.Check and verify quality.Support corporate health and safety objectives.React to change productively and handle other essential duties as assigned
Job RequirementsEducation:MS in Audiology or Hearing Aid Dispensing License, AuD preferredExperience:3-5 Years experience in fitting and follow-up with hearing aids and respective accessoriesKnowledgeKnowledge of Microsoft Office products requiredExpert in MS Excel
Skills & AbilitiesHaving a strong business acumenCritical thinkingAttention to detail
Responsibilities:Confidential InformationThis person has access to customer database information.
Required Communication:Internal:Communicates with all cross functional teams, primarily within Quality, Engineering, Manufacturing, & Customer Facing Teams#LI-KS1
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)