Complaint Intake Specialist

**Date**:Apr 22, 2025**Location**: Benito Juárez, CMX, MX**Company**:Teleflex**Expected Travel**: Up to 10%**Requisition ID**: 12101**About Teleflex Incorporated**As a global provider of medical technologies, Teleflex is driven by our purpose to improve the health and quality of people’s lives. Through our vision to become the most trusted partner in healthcare, we offer a diverse portfolio with solutions in the therapy areas of anesthesia, emergency medicine, interventional cardiology and radiology, surgical, vascular access, and urology. We believe that the potential of great people, purpose-driven innovation, and world-class products can shape the future direction of healthcare.**Latin America -** The Latin America Region of Teleflex is headquartered in Morrisville, North Carolina, and supports our customers, distributors, sales managers and specialists in Mexico, Brazil, Colombia, Chile, Argentina and Puerto Rico. The Latin America Region sells a broad spectrum of medical devices and related products in the fields of vascular and interventional access, surgical, anesthesia, cardiac care, urology, emergency medicine and respiratory care. As Teleflex grows and expands its portfolio, we will continue to grow our presence in Latin America. Join a dynamic, growing team that offers healthcare providers an array of medical technology solutions that make a difference in patients’ lives.**Position Summary**- The Complaint Intake Specialist will work within the Complaint Intake & Reporting team to accurately document customer reported product complaints, critically review complaint details to ensure all relevant information has been received to determine reportability based on the regulatory requirements, complete initial reporting decisions based on regulatory requirements, risk documentation and supporting necessary procedures to seek and document relevant additional information in order to facilitate sample return in line with the complaint intake process.**Principal Responsibilities**- Receive, review and accurately document and process product complaints in line with regulatory and internal requirements- Uses excellent communication skills when contacting the customer to follow up on a complaints to gather additional information regarding the complaint process- Support the sale team with complaint related customer communications.- Assign tasks in complaint management system to ensure internal and reporting requirements are fulfilled.- Support Adverse Event Reporting Regulatory Requirements.- Under limited supervision draft responses to customers: Both acknowledgement and final letters- Monitor/triage customer complaints and provide immediate escalation as required.- Support Customer Service in the issuance of credits and replacements- Support other activities in the post-market surveillance system as it develops including audits- Work to meet team KPI’s Department Metrics and over QA/RA goals and objectives- Support improvement projects in the complaint intake and reporting function.- Support wider QMS and risk management activity as required**Education / Experience Requirements**- English proficiency is a must (B2 level and above)- Science/Engineering degree or relevant qualification or experience in Medical Device industry- 2 - 3 years of working within complaints environment/medical device environment preferable.- Extensive capability in Microsoft Office.- Excellent communication skills**Specialized Skills / Other Requirements**- Strong proofreading skills.- Attention to detail and accuracy is essential; good documentation practices.- Service oriented.- Able to communicate diplomatically and effectively (both verbally and in writing).- Able to prioritize projects and adapt to shifting priorities.- Able to clearly provide feedback to department management.- Self-driven with the ability to work independently and/or as a team player.- At Teleflex, we follow a comprehensive hiring process. We do not accept unsolicited resumes from agency recruiters or 3rd party firms. We do not make unsolicited job offers. We do not ask for money or require equipment purchase up-front._- Teleflex, the Teleflex logo, Arrow, Barrigel, Deknatel, QuikClot, LMA, Pilling, Rüsch, UroLift and Weck are trademarks or registered trademarks of Teleflex Incorporated or its affiliates, in the U.S. and/or other countries._- © 2025 Teleflex Incorporated. All rights reserved._LI-JA1