Complaints Technical Investigator

Our Client is currently seeking an Engineer - Complaints Technical Investigator. In support of their mission to serve patients, we are a diverse team working to continuously improve our clinical and commercial drug delivery devices in order to ensure supply and to optimize the patient experience.

The Engineer - Complaints Technical Investigator conducts forensic evaluations of complaint units for Standard and Advanced complaint investigations associated with product design and/ or usability issues. This role understands customer/ patient use of packaged and/or distributed products, as well as manufacturing processes for these products. Responsibilities also include helping with Root Cause Analysis, investigation lab infrastructure, equipment setup, and method development and validation

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Responsibilities

• Lead evaluation of returned product, product reserve sample inspections, batch records and review of complaint histories and trends.
• Provide input to engineering for product improvements.
• Partner with device engineering to develop structured failure analysis processes and tools for current and future device platforms.
• Lead root cause analysis to identify the failure mode for products and associated components due to product complaint.
• Perform failure analysis to identify root cause using processes and tools such as fishbone diagrams, “5 Whys”, risk assessments such as FMEA’s, Fault Tree Analysis, or tolerance analysis. Additional equipment such as CT scanners, Instron tensile test machines and SEM may be used.
• Lead cross functional ideation of design solutions to reduce complaints based on output of root cause analysis, determine feasibility of options through testing and analysis, develop business plans for implementation.
• Generate final reports in accordance with established procedures, which may include data collection and statistical analysis of the data.
• Help with investigations lab equipment setup, develop and provide equipment training to personnel, develop and validate test methods, and develop SOPs for equipment use

Basic Qualifications:

• Master degree
• Bachelor degree and 2 years of experience
• Associate degree and 6 years of experience
• High school diploma / GED and 8 years of experience

Preferred Qualifications:

• Master’s Degree in Science
• 5+ years of experience in complaints or failure analysis investigation within a development or manufacturing environment, working with Medical Devices, ideally Class II and Class III
• Understand customer / patient use of packaged and/or distributed products
• Understand manufacturing processes for packaged and/or distributed products
• Proven experience with medical devices
• Demonstrated Six Sigma proficiency specifically for root cause analysis methodology
• Experience with risk management per ISO 14971 (System Risk Analysis, User Risk Analysis, DFMEA/FMEA and other Risk Management tools)
• Experience with protocol and report writing, process and test development and execution, and design of experiments
• Experience in leading continuous improvement activities by driving the implementation of process and product quality improvement initiatives
• Strong technical writing and interpersonal skills