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Imagine how your ideas and expertise can change a patient’s life. Our Quality teams help shape the development of groundbreaking technologies to ensure each stage of our innovation process is held to the highest standards of integrity and safety. You’ll bring your passion for problem solving and partner with various teams to influence decision-making for a product’s entire lifecycle. Your work will involve you optimizing product development to impact patients around the world with pioneering technology. You will also fulfill FDA, ISO and other relevant requirements for designated complaint handling unit, and evaluation of events for reportability to applicable regulatory bodies.

How you will make an impact:

• Assess complaint information provided; evaluate each event for determination if it qualifies as a complaint; escalate as appropriate. Create case and assign based on product line

• Manage customer relationships and expectations during the course of complaint investigation and resolution process

• Research, seek information and input, and challenge as appropriate, from Product Safety, Engineering and other departments/business units for complaint entry

• Identify problems and lead projects to improve processes, procedures, and/or practices; recommend solutions, including devising new approaches to problems encountered

• Prepare and submit initial customer correspondence

• Assist in planning agendas and running weekly meetings to discuss complaint issues with affected functions (e.g., Manufacturing, Quality Assurance, Suppliers, etc.) to identify assignable root cause, resolve open action items, and gather additional technical information to resolve complaint

• Other duties assigned by Leadership (May assist in auditing complaint files)

What you'll need (Required):

• Bachelor's Degree in related field and 3 year’s experience of complaint handling or 6 years of complaint handling experience

• Medical device (cardiovascular, endovascular, or other critical care/surgical products), healthcare, or a related environment

What else we look for (Preferred):

• Proven expertise in MS Office Suite and ability to operate general office machinery

• Excellent written and verbal communication skills and interpersonal relationship skills

• Experience working in a medical device (cardiovascular, endovascular, or other critical care/surgical products), healthcare, or a related environment required

• Demonstrated problem-solving , critical thinking, and investigative skills Ability to build stable working internal/external relationships

• Full knowledge and understanding of Edwards policies, procedures, and guidelines relevant to quality compliance

• Good knowledge of medical terms and human anatomy

• Full knowledge of Medical Device regulations

• Good knowledge of Good Documentation Practices (GDP) as it relates to complaint filing

• Ability to manage confidential information with discretion

• Attention to detail

• Ability to interact professionally with all organizational levels

• Ability to manage competing priorities in a fast paced environment

• Must be able to work in a team environment, including inter-departmental teams and representing the department on specific projects

• Ability to build productive internal/external working relationships

• Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control

Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families.

For California, the base pay range for this position is $65,000 to $92,000 (highly experienced).

The pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience). Applications will be accepted while this position is posted on our Careers website.

Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.

COVID Vaccination Requirement

Edwards is committed to protecting our vulnerable patients and the healthcare providers who are treating them. As such, all patient-facing and in-hospital positions require COVID-19 vaccination. If hired into a covered role, as a condition of employment, you will be required to submit proof that you have been vaccinated for COVID-19, unless you request and are granted a medical or religious accommodation for exemption from the vaccination requirement. This vaccination requirement does not apply in locations where it is prohibited by law to impose vaccination.