Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future.
Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.
Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.Inviting applications for the role of Complaint Evaluator – Senior Process Associate – English – Hybrid San Jose!Your job will involve evaluating discovery report (sent by the distributor) for all medical devices distributed by our client and generating FUC (Final Universal Code).
Determines if investigation is required (Tier determination).
Closure of the complaint by integrating the FUC into the ETQ Database.What will your day-to-day role involve?ResponsibilitiesInteraction: ·Works with end customer, indirect customers and internal stakeholders of the customers·Works with Ops leads and customers to design, implement and drive Value Generating [VG] roadmapsActivity:Principal Accountabilities·Evaluation and technical analysis of the discovery report (DR).·FUC (Final Universal Code) generation.·Using the RSA (Risk Summary App) to provide appropriate failure codes (FUC) to each complaint case.·Carry out Technical Investigations / Complaint investigations on defective medical devices for tier 3 complaint records (on the basis of the discovery report).·Process execution when no discovery report is sent from the distributor: If no discovery report is received after 14 days, further direct investigation (max.
3 times) with the end customer.
Revaluation of the complaint and verifiable documentation of the communication.
If no response after 7 days use specific code as FUC and closing of complaint in ETQ.·Re-opening of complaint if discovery report is received later.·Support the training of employees on the complaint process and regulatory requirements.·Explain complaint files during audit situations.·Reviews files for closure and completeness.Estimation based on Discovery Report (DB):·Validation of IUC (Intake Universal Code)·Receive and understand discovery/ inspection report sent by distributor·FUC (Final Universal Code) generation via RSA (Risk Summary App).·Determination if investigation is required (Tier determination)·Final evaluation & closure of Tier 3 complaintManagement / supervisory responsibility: ·Works under supervision·Product expert within multiple product groupsFreedom to act: ·Performs all activities within the defined scope / processChallenges and complexity: ·Deep knowledge of client's products.Conceptual tasks: ·Follows processes as defined Qualifications we seek in you!Minimum qualifications·Engineer or similar.·Product/ procedure knowledge (multiple product groups)·Specific local language requirements (discovery report in local language)·Good MS Office (especially MS Excel) knowledge.·Well organized·Interface managementPreferred Qualifications·High motivation and agility to learn new things·Ability to work under time pressure·Good professional communication skills·Relevant years of experience·Technical education and background·Previous experience as repair service technician, incoming inspector or final inspector·Formal qualification in engineering preferred·ETQ (Database for documentation of complain cases)·RSA (Risk Summary App)What can we offer?·Attractive salary;·Benefits (Daily Meal Vouchers, Transportation Allowance, Medical Services, Pension Plan, Life and Accident Insurance) ·Stable job offers - employment contract;·Work in a multicultural environment;·Various training (technical & soft skills);·Development opportunities in a growing multinational company;·Flexibility in choosing your place to work (home/office)