COMPLAINT MANAGEMENT BUSINESS UNIT MANAGER

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

About Electrophysiology

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

As Johnson & Johnson MedTech Electrophysiology, we have one goal – to ensure those with atrial fibrillation can live the lives they want. For more than 30 years, we’ve been the global market leader in the science and technology of cardiac arrythmia treatment. Our suite of tools means electrophysiologists are empowered to personalize their approaches for patients with effective and reproducible workflows. Together, we’re changing what it means to be diagnosed with atrial fibrillation or other cardiac arrhythmias. 

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for COMPLAINT MANAGEMENT BUSINESS UNIT MANAGER for Salvacar Site, Ciudad Juarez

Purpose:

Under minimal direction, the Senior Manager, Complaint Handling Unit will be responsible for overseeing the Failure Analysis Lab and/or the Complaint Handling team at the Juarez site.

He/she will also be responsible for maintaining Quality processes associated with product complaint handling, procedures, and controls, to ensure that all complaints are processed/investigated in accordance with established company procedures and worldwide regulations and standards.

In accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:

• Responsible for the accuracy and completeness of data entry into the global complaint handling system to contribute to the achievement of department metrics and MD&D.

• Responsible for proactively identifying failures in the global complaint handling system, where human error may lead to late regulatory reporting and complaint delays, by actively monitoring activities.

• Responsible for collecting and communicating system issues to the system administrator and communicating resolutions to users globally.

• Demonstrates experience working globally, strong multi-regional project team leadership skills.

• Demonstrates strong oral and written communication skills.

• Responsible for the generation and distribution of weekly, monthly, and quarterly metrics reports.

• Responsible for the generation and development of reports for supervision.

• Responsible for chairing monthly meeting to review metrics

o Responsible for communicating business related issues or opportunities to next management level

o Responsible for following all Company guidelines related to Health, Safety and Environmental practices as applicable.

o For those who supervise or manage a staff, responsible for ensuring that subordinates follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition, if applicable

o Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures

o Performs other duties assigned as needed

• Bachelor's degree in Business Administration, Computer Science or Engineering.

• Minimum 8-10 years of experience.

• 2 - 3 years of experience in Quality.

• Bilingual English/Spanish (oral and written) preferred.

• Strong effective communication skills.

• International experience.