Customer Complaint Engineer I

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 https://www.jnj.com

Job Function:
Quality

Job Sub Function:
Customer/Commercial Quality

Job Category:
Professional

All Job Posting Locations:
Jacksonville, Florida, United States of America

Job Description:

About MedTech

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

We are searching for the best talent for Customer Complaint Engineer I to be in Jacksonville, Florida.

Intro to Role:  

The Customer Complaint Engineer I reports to the Manager, Surgical Vision Complaint Investigations, and plays a pivotal role in ensuring effective and thorough handling of customer complaints.

This position is responsible for evaluating, documenting, and completing complaint investigations per company procedures and regulatory requirements.

The Engineer I will routinely engage in product receiving, testing, investigations, updates, and file closure within the JJV Complaint Handling System (CHS).

A core aspect of this role involves collaborating with technical teams, subject matter experts, the medical safety team, and manufacturing sites to conduct comprehensive complaint investigations.  

The Engineer will also complete equipment calibration, preventive maintenance, repairs, qualifications, test method validation, and Out of Tolerance (OOT) investigations as required.

The Engineer will participate in internal and external audits, conduct Non-Conformance (NC) and/or Corrective and Preventive (CAPA) investigations as needed, and contribute to compliance and process improvement.  

This role presents an excellent opportunity to impact the integrity of complaint handling processes while building strong collaborative relationships across departments. 

Responsibilities/Principal Duties:  


* Conducts and leads complaint investigations related activities (i.e., Device History Records (DHRs), Complaint History Review (CHR), product receiving and testing, documents result in CHS, among others).  



* Evaluates and investigates customer complaints for JJV product quality issues and concerns.  



* Determine if further investigation or escalation activities are required based on complaint investigation results. 



* Ensure that all complaint and failure investigations results are documented in a tim...