Complaint Service Manager – Medical Devices
Location: Huddersfield, West Yorkshire
Reports To: Head of Quality & Operations

Are you an experienced customer service leader with a technical mindset, ready to make a real impact in the medical device industry? We’re looking for a Complaint Service Manager to take charge of our customer complaint management process, ensuring swift resolutions and top-tier customer support.

About the Role

As Complaint Service Manager, you’ll lead a dedicated team responsible for managing technical service complaints and diagnostics for innovative medical devices. You’ll play a crucial role in investigating issues, identifying root causes, and implementing effective solutions—all while ensuring compliance with industry regulations.

Key Responsibilities:

Act as the primary contact for customer complaints, ensuring efficient logging, tracking, and resolution.
Lead investigations into product malfunctions, working with technical teams to identify root causes.
Provide diagnostic support and troubleshooting assistance to customers.
Manage and develop a high-performing service and complaints team.
Work closely with quality assurance and engineering teams to improve service processes.
Ensure compliance with medical device regulations (FDA, ISO 13485, MDR).
Track and analyse complaint trends to drive continuous improvement.

About You:

A strong background in customer service, complaint management or technical support, ideally within medical devices or healthcare.
Experience in leading teams and driving process improvements.
Technical expertise in troubleshooting and diagnostics.
Knowledge of medical device regulations and complaint-handling standards.
Excellent communication and problem-solving skills.

Benefits: