Mississauga, Canada
Complaint Handling Specialist
Sonova is a global leader in innovative hearing solutions: from personal audio devices and wireless communication systems to audiological care services, hearing aids and cochlear implants. We operate 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 as well as recognized regional brands. At Sonova we create sense by bringing sound to life.
Sonova has more than 17,000 committed employees in over 100 countries, all of whom contribute to something greater than themselves – they transform lives. Join our mission and become part of our team! Apply now for the following position: Complaint Handling Specialist
Overview: As a Complaint Handling Specialist, you will be responsible for processing complaints in 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 patient to acquire relevant complaint information.
- Coordinate with other departments to provide complaint data reports as needed.
- Receive returned goods and send it 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 medical device industry or complaint specialist is an asset.
- Strong problem-solving methodologies and tools, focuse on root cause analysis, and orientation towards problem prevention.
- Technical writing expertise
- Analytical and conceptual thinking
- Proficient in English. Familiarity with additional languages (French, German, Spanish) an asset.
What makes us a great place to work for:
- Exciting and challenging work environment
- Collaborative culture
- Opportunities for continuous self-improvement
- Opportunities for flexible hybrid model work environment
- A company that values diversity and inclusion
- Rich benefits plan including wellness benefit, paramedical (massage therapist, naturopath, etc.) and competitive compensation including variable component and employer match on pension contributions
- Mentorship program and career development plans
- We change lives through our products and services – help us make a difference!
Sonova Canada is now a certified Great Place to Work® May 2024- May 2025.
Take a look at how you can Create Sense with us!
Don't meet all the criteria? If you’re willing to go all in and learn we'd love to hear from you!
We love to work with great people and strongly believe that a diverse team makes us better. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of race, color, creed/religion, sex, sexual orientation, marital status, age, mental or physical disability.
We thank all applicants in advance; however only individuals selected for an interview will be contacted. All applications will be kept confidential. Sonova is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify the Director, Human Resources.