Complaint Specialist

The Complaint Specialist is a crucial team member, who provides extraordinary customer service by coordinating investigation initiation, review, follow-up, and closure of complaint data. We are seeking a detail-oriented and quality-driven Complaint Handling Specialist to support the timely and consistent closure of complaints. This role is critical in ensuring compliance with global regulatory requirements and internal quality standards. The ideal candidate will have experience in complaint investigation, root cause analysis, and documentation within a regulated environment, preferably in the medical device or pharmaceutical industry.

What you'll get to do in this role:

• Coordinate complaint processing activities including review, evaluation, data collection, risk, investigation, and file closure.

• Ensure complaint records are complete, accurate, and consistent, with a strong focus on quality and traceability.

• Review, investigate, and close product complaints in accordance with internal procedures and regulatory requirements (e.g., FDA 21 CFR 820, ISO 13485).

• Collaborate with cross-functional teams (e.g., Quality Engineering, Regulatory Affairs, Technical Support, Service) to gather necessary information for complaint resolution.

• Support the analysis of field failures and product malfunctions.

• Maintain compliance with timelines for complaint closure and escalate delays as needed.

• Assist in preparing for audits and inspections by ensuring complaint files are audit ready.

What we are looking for: Basic qualifications

• One year certificate from college or technical school; or three to six months related experience and/or training or equivalent education or experience.
• Proficient in Microsoft Windows and Excel
• Experience writing routine reports and correspondence
• Understanding of, or ability to grasp medical terminology and equipment is essential
• Must be motivated, self-starter professional with strong attention to detail and ability to multi-task.
• Excellent communication skills, including demonstrated ability to actively pursue resolution to an issue or delay.

Preferred Skills:

• ASQ certification is a plus

Travel Required:None

Natus Medical Incorporated is recognized by healthcare providers globally as the source for solutions to screen, diagnose and treat disorders of the brain and neural pathways. Our vision is to deliver innovative and trusted solutions to advance the standard of care and improve patient outcomes and quality of life. Natus products are used in hospitals, clinics and laboratories worldwide.

EEO Statement: Natus Medical is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.