Complaint and Investigation Engineer

PCI Services • Rockford, IL

46d

About The Position

Overall responsibility of the Complaints and Investigations Engineer is to compile information pertaining to consumer complaints and deviations and analyze the systems, processes and procedures to properly respond to the reported and identified defects or issues. This position helps drive project success and identify improvements to provide PCI with a competitive advantage in long-term customer quality management.

Requirements

• Bachelor's Degree in a related field and/or 1-3 years related experience and/or training.
• College Level Mathematical Skills
• Intermediate Computer Skills: Ability to perform more complex computer tasks and have knowledge of various computer programs.
• Full Professional Proficiency: Ability to speak, read, and write fluently and accurately on all levels pertinent to professional needs.
• Very High Reasoning: Ability to define problems, collect data, establish facts, and draw valid conclusions. Be able to interpret an extensive variety of technical instructions in math or diagram form and deal with several abstract/concrete variables.
• High Standard of Report Writing

Nice To Haves

• Ability to adapt to changing work environments.
• High Standard of Report Writing

Responsibilities

• Primary customer contact is responsible for receipt and logging of consumer complaints and product related investigations in EQMS.
• Responsible for maintaining complaint and investigation tracking systems.
• Verify validity of complaint information provided by customers.
• Communicate status of complaints and investigations at performance meetings.
• Compile information necessary to log for trending only complaints as well as complaints which require a formal response into the complaints system.
• Employ data driven tools and methodologies to perform root cause analysis when investigating complaint responses and deviations.
• Interpret technical specifications, product requirements and design concepts for components, assemblies, and products to identify opportunities and develop recommendations to improve product and process design.
• Write Deviation Notifications for complaints not caused by PCI.
• Enter, monitor, track, extend, and close complaint and investigation actions in EQMS.
• Populate, maintain and update priority lists utilized by organization and publish as needed.
• Populate, maintain and update various spreadsheets utilized for trending of products, defects, lines, etc.
• Compile data and generate complaints and investigation related metrics (prepare graphs and charts from various data sources).
• Coordinate and maintain documents associated with complaints and investigations.
• Coordinates retain sample requests, retrieval, inspection, and return.
• Filing and maintaining archived documents and returned complaint samples.
• Address and resolve quality events to solve problems and improve systems
• Develop and implement corrective and preventative action plans.
• Document quality event resolution in a formal report.
• Function as a resource for statistical analysis.
• Support Quality Control in maintaining GMP compliance and system improvement.
• Support Customer audit activities.
• Evaluate statistical data as it pertains to investigation and complaint reports.
• Monitor and respond to customer questions/concerns.
• Complete Retain Only Review form as requested by the customer.
• This position may require overtime and/or weekend work.
• Knowledge of and adherence to all PCI, cGMP, and GCP policies, procedures, rules.
• Attendance to work is an essential function of this position
• Performs other duties as assigned by Manager/Supervisor

Benefits

• PCI offers full-time employees a competitive benefits package that includes paid time off, health insurance coverage (including dental and vision), a flexible spending account, and a 401(k) plan.
• eligibility for an annual performance bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services