Senior Product Quality Complaints Investigator 9 month FTC

Owen Mumford is looking to hire an experienced Senior Investigator! Could this be your next role?

The Senior Marketed Product Support (MPS) Investigator will provide mentorship and leadership in investigation best practice. Working to develop focused, thorough and logical product complaint investigations within required timelines and managing all necessary documentation for the investigation of customer complaints.

Key responsibilities:

  • To manage complaints from key account customers including meeting defined scorecard targets for complaint and investigation closure timeliness
  • To review reports/work of other MPS team members as required by the Manager
  • To work with Associates in Production and Design (or other relevant Subject Matter Experts) guiding the creation of analytical fact-based documented investigations and to produce reports, in accordance with the investigation procedure
  • To provide an impartial review of probable and actual root causes presented in investigation reports by Subject Matter Experts to ensure that the corrective and preventive actions address the needs of the patient in resolving any failure
  • To provide mentoring and leadership in investigation and investigation report writing best practice to the other MPS Investigators
  • To ensure that all potential failures that are identified during the course of investigations are correctly documented following exception procedures
  • Provide input into Risk Management Files, Clinical Evaluations and Post Market Surveillance sessions/reports
  • To perform trend analysis on reported complaints, escalating findings to support an early warning alert system for emerging trends leading to corrective actions

To be successful in this role, you will need:

  • Formal training in investigation techniques and problem solving
  • Proven track record of writing technical investigation reports in medical device/pharmaceutical industry
  • Some experience of leading a team
  • Knowledge of ISO 13485/auditing experience
  • 'Coaching' style in guiding Associates with compliance matters/investigation best practice/report writing best practice
  • Self-motivated, enthusiastic, energetic with a degree of resilience
  • High quality communication skills ability to influence at all levels of the business and customers (verbal and written)
  • Excellent attention to detail

What will we give you?

You will be joining a successful, privately owned industry leader who are constantly innovating and looking to improve lives, empower patients and relieve the pressure on healthcare professionals. We invest heavily in our staff and offer a competitive salary and benefits package along with the opportunity to develop within the business. Additional benefits include:

  • Remote working - up to 2 days per week, with up to 3 days office working (depending on business requirements)
  • Flexi-time
  • 25 days annual leave (opportunity to earn loyalty days with length of service)
  • Holiday purchase scheme (up to 10 days purchased per holiday year)
  • Private medical care (if applicable)
  • Enhanced Maternity & Paternity leave
  • Wellbeing initiatives and support
  • Annual company bonus

About us:

Owen Mumford is a global leader in medical device design and manufacture. For almost 70 years we have been inventing life-enhancing devices that are tested and proven to deliver an industry benchmark in the safety, accuracy and comfort of medication administration. This strong heritage is the springboard for our future as we help to shape the progress of the healthcare industry by bringing pioneering concepts and solutions to life in an accountable and sustainable way. Headquartered in the UK, Owen Mumford is a family-run business with a large global presence across North America, EMEA and APAC.

Woodstock, England, UK