Quality Engineer II - Complaints (hybrid)

The Engineer II, Quality – Complaints is a product quality representative that provides hands-on technical quality engineering support to product complaint investigations for multiple manufacturing facilities. Provides guidance to the manufacturing sites Quality and Operation teams ensuring that investigation findings are appropriately addressed. This position will also have direct interaction with customers and Global Field sales reps. Customer conference calls and visits may be conducted to better understand product issues, identify customer concerns before issues become complaints, and speak on behalf of the Quality organization. Responsible for the accomplishment of established quality goals. The Engineer II will complete intermediate projects with guidance from more experienced engineers and managers. They gain exposure to some of the complex tasks within the job function and are occasionally directed in several aspects of the work. **Position Summary** The Engineer II, Quality – Complaints is a product quality representative that provides hands-on technical quality engineering support to product complaint investigations for multiple manufacturing facilities. Provides guidance to the manufacturing sites Quality and Operation teams ensuring that investigation findings are appropriately addressed. This position will also have direct interaction with customers and Global Field sales reps. Customer conference calls and visits may be conducted to better understand product issues, identify customer concerns before issues become complaints, and speak on behalf of the Quality organization. Responsible for the accomplishment of established quality goals. The Engineer II will complete intermediate projects with guidance from more experienced engineers and managers. They gain exposure to some of the complex tasks within the job function and are occasionally directed in several aspects of the work. **Essential Duties & Responsibilities** - Be a product expert encompassing how the product was designed, how it is manufactured, associated failure modes, and how the product is used in the field. - Must have the ability to methodically process and investigate medical device customer complaints in a high paced, efficient and accurate manner. - Write effective investigation reports ensuring completion in a timely manner. - Provide quality support and cross functional communication of customer experiences and complaint findings with the manufacturing sites. - Liaison with Quality, Engineering, and Operations and manufacturing locations to understand ongoing CAPA investigations and product issues. - Contacting US customers to address ongoing issues, proactively identify potential issues, and provide updates/summaries for ongoing quality initiatives impacting the customer - Analyze weekly and monthly trend data according to procedure to identify if there is a bias or a trend does exist. - Working effectively in a team environment with shifting priorities and time sensitive requirements. - Must be capable of carrying out basic standardized test methods and/or submit functional testing requests - A willingness and capability to work with used, and therefore contaminated Medical Devices in a controlled setting - Performs other functions as necessary or as assigned. - Work on special projects as they arise - Conducts independent analysis and develops solutions to problems. - Develops approaches and designs where precedent usually exists. - Performs developmental and/or test work that relies heavily on a comprehensive knowledge of theory and design. - Writes detailed design specifications. - Receives general project direction. Solicits input from more experienced engineers. - Assists in training new/current employees with respect to documentation, use of equipment, laboratory techniques and department procedures. - Delivers communications tailored to the needs of the recipient (managers, peers, customers) with appropriate frequency to maximize its…