Complaint Specialist with German

3 weeks ago


Mississauga, Canada Sonova Group Full time
Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.

We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.

Sonova is a global leader in innovative hearing solutions, operating through four businesses – Hearing Instruments, Audiological Care, Consumer Hearing, and Cochlear Implants – and the core brands Phonak, Unitron, AudioNova, Sennheiser (under license), and Advanced Bionics. Complaint Handling Specialist.

Overview: As a Complaint Handling Specialist, you will be responsible for processing complaints in a timely manner in accordance with the established complaint handling process and with applicable laws and regulations.

What you’ll do:

  • Ensure timely processing of complaints (Canada and Global).
  • Record and evaluate complaint submissions.
  • Support complaint investigations, and prepare complaint risk assessment if required.
  • Interact with global and/or local cross-functional team members (Customer Service, Regulatory Affairs, Quality Assurance, Medical Affairs, Manufacturing and R&D) in complaint analysis.
  • Communicate with health care providers (HCP), HCP staff and/or patients to acquire relevant complaint information.
  • Coordinate with other departments to provide complaint data reports as needed.
  • Receive returned goods and send them to engineering for analysis when needed.
  • Review and close complaint files.

What you bring to the team:

  • Bachelor's degree in engineering, audiology, quality, or regulatory & compliance disciplines.
  • 0-3 years of experience in the medical device industry or as a complaint specialist is an asset.
  • Strong problem-solving methodologies and tools, focused on root cause analysis, and orientation towards problem prevention.
  • Technical writing expertise.
  • Proficient in English. Familiarity with additional languages (French, German, Spanish) is an asset.
  • Opportunities for flexible hybrid model work environment.
  • A company that values diversity and inclusion.


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