At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.POSITION OVERVIEW:Responsible for day-to-day case management of quality technical and adverse event complaint records, including intake, follow up, triage, system entry- and final response, involving Alcon devices, pharmaceutical products and OTC products. Complaints handling accountabilities reflect activities required to comply with local and international regulations, guidelines and applicable directivesKEY RESPONSIBILITIES:Ensure compliance of the regional/country complaint handling process for all Alcon products, including intake, follow up and triage for reports of quality/technical complaints and Adverse Events in compliance with local and international regulations, guidelines and applicable directives.Receive initial complaint from any source (ECPs, patients, internal Alcon personnel) and assure all information/data is accurately captured at point of contactMaintain an understanding of information or date required to be collected of technical and AE complaints to assure compliance with regulations and directivesManage technical and adverse event complaint records for assigned areas using designated safety systemsReview potential complaint data received via safety systems and other methods as requiredPerform intake/follow up/data entry activities and attached corresponding source documents in a timely manner per requirements and directives.Perform all necessary reconciliation activities including for all customer-oriented programs in accordance with proceduresTriage/address calls from all sources for quality technical complaints, Adverse Events, and assist into the request for refund, request for replacement product and requests for creditAdheres to require metrics for all complaint intake responsibilitiesArrange for replacement, product return and shipping of samples to QA side for analysisCloses files according to establish guidelines to meet required timelinesMaintain a working knowledge of company policies and procedures, departmental processes, and associated work instructionsMonitor the evolving local and international regulations, guidelines, and applicable directives, and inform regional/ global of the changes in a timely mannerResponsible country(ies): APAC and GEM (Including Thailand)Key Performance Indicators (KPI)Quality and timely reporting of KPI and customer responseComplaint and/or AE intake reporting complianceNo critical findings in audits or inspectionsCustomer feedback and satisfactionAssociate is authorized:To manage any follow up with the complainant, and to update into the GPCMSTo prepare the final response according to the Quality Summary (prepared by Alcon's global device vigilance colleague) and forward the notification to the Healthcare ProfessionalTo arrange the return of any product compliant sample to the manufacturer for investigationTo manage and work within Alcon representative into any customer and/or product responses, and feedback within agreeable timelineTo conduct reconciliation with Alcon representative and report out within agreeable timelineWHAT YOU’LL BRING TO ALCON:Tertiary qualification in optometry/ pharmacy/ ophthalmology/ medicine/ pharmacology/ biomedical science/ biomedical engineering/ chemistry/ biology/ nursing or other healthcare disciplineLanguages:Fluent in English and Thai (spoken and written) – requiredFluent in Mandarin (spoken and written) – an advantageKey Competencies/Behaviours:Technically Competent.Results DrivenCustomer / Quality FocusEmpowerment / AccountabilityMutual Respect / Trust / LoyaltyExperience:1- 2 years of experience in pharmaceutical and medical device industriesProven ability in implementing quality and documentation systems.Record of accomplishment of tracking complaintsEffective communicatorHOW YOU CAN THRIVE AT ALCON:Opportunity to work with a leading global medical device companyCollaborate with a diverse and talented team in a supportive work environmentCompetitive compensation package and comprehensive benefitsContinuous learning and development opportunitiesAlcon CareersSee your impact at alcon.com/careersATTENTION: Current Alcon Employee/Contingent WorkerIf you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.
