Role Overview: This position will be responsible for ensuring the effective investigation of devices and information supplied through the complaint management process, as well as the facilitation of actions identified to improve device quality, reliability, customer experience and patient safety. This position will participate in the identification and implementation of complaint management system improvements, including updates to procedures and forms used in the investigative process. Responsibilities: Supports the complaint management process through: Monitoring quality, completeness and timeliness of complaint investigations Determining the root cause of reported complaints using adequate methodology for complaint investigation Review and approval of investigative analysis Analyzing data and developing rational conclusions based upon the available information and documenting results in complaint reports. Supporting the compilation and preparation of complaint metric reports as requested Ensures compliance with all appropriate laws and regulations, relevant to the job function. Supports the implementation of policies and procedures to ensure compliance with appropriate statutes and regulations. Acts as point of contact for Research & Development, Marketing, Logistics, Regulatory Affairs, Quality, Operations and external bodies such as appointed experts in support of complaint related information. May participate in design control, risk analysis and audit meetings for the aforementioned groups. Participates in product containment determination and facilitation of the initiation of corrective and preventive actions (CAPA) and Health Hazard Evaluations (HHE) as necessary to ensure patient safety and a favorable customer experience. Supports Post Market Surveillance (PMS) and Risk Management activities, by completing the above functions and providing summary reports of relevant activities. Other duties may include: maintaining calibration and preventive maintenance of lab equipment, ordering of lab supplies, and initiating external services according to existing supplier agreements. Location: Oklahoma City, OK Education: BS in Engineering/Science or equivalent experience required Experience: 0 - 2 years of Quality/Compliance or related experience preferred Competencies: Experience/knowledge of regulatory compliance standards and regulations (e.g., GMP, 21 CFR 820, ISO 13458) preferred. Understanding of basic inspection techniques and problem solving skills needed. Proficiency in Microsoft Office Suite. Must be fluent in English language. Good interpersonal & communication skills, both written and verbal. Knows and adheres to the quality policy of the company and the quality-related procedures and instructions Reports any deviation in product or process, of which he/she becomes aware, to his/her manager or the Quality department Completes all necessary training in the area of Quality and GMP (Good Manufacturing Practice) Immediately reports any dissatisfaction or complaint which is brought to their attention from a customer or patient regarding a Smith & Nephew product (e.g. in terms of quality, durability, reliability, safety or performance) to the complaints department Complies with all health, safety and environmental policies, procedures and job hazard analyses applicable to specified job activities; including medical evaluations as required by job function Completes all required HSE training Travel: Up to 5% Domestic travel Smith Nephew provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.