What are the responsibilities and job description for the Complaint Handling NA Specialist I position at KARL STORZ North America?
We’re seeking a detail‑oriented Complaint Handling Specialist to serve as a primary point of contact for receiving, processing, investigating, and reporting product complaints. In this role, you will ensure compliance with FDA regulations, support quality improvement efforts, and help drive an exceptional customer experience.
What You’ll Do
Minimum Requirements:
KARL STORZ is an independent, family-owned company headquartered in Germany’s renowned MedTech manufacturing region. For 80 years, we've pioneered the most groundbreaking innovations in endoscopic surgery, video imaging, and operating room integration to benefit patients and healthcare providers alike.
With more than 9,000 associates worldwide and 2,600 in the US, we pride ourselves on harnessing cutting-edge technology, precise workmanship, and unrivaled customer support to help healthcare facilities succeed. With onsite locations and field opportunities across the country, we attract a diverse and talented staff. It's not just about the tools we create—it’s about the lives we change, together.
What You’ll Do
- Manage assigned product complaints from intake through closure, ensuring accurate documentation and timely resolution.
- Conduct investigations, evaluate findings, and enter codes and data into relevant systems.
- Identify trends by preparing and maintaining complaint logs and trending reports.
- Collaborate with cross‑functional teams (Quality, R&D, Tech Support, etc.) to gather technical information and support investigations.
- Respond to customer inquiries via phone, email, or written communication.
- Maintain high levels of discretion and confidentiality when handling sensitive information.
- Contribute to continuous process and quality improvements.
- Support general department activities and additional tasks as needed.
Minimum Requirements:
- 1–2 years of experience in Quality or complaint handling (or equivalent).
- High school diploma required.
- Familiarity with SAP transactions related to complaints and product data.
- Proficiency in Word, Excel, and PowerPoint.
- Strong written and verbal communication skills.
- Ability to multitask, stay organized, and work independently or collaboratively.
- Strong judgment, attention to detail, and customer‑focused mindset.
- Knowledge of Quality Management Systems, FDA/ISO regulations, GMPs, and complaint handling guidelines.
- Problem‑solving skills and experience working with standard operating procedures.
KARL STORZ is an independent, family-owned company headquartered in Germany’s renowned MedTech manufacturing region. For 80 years, we've pioneered the most groundbreaking innovations in endoscopic surgery, video imaging, and operating room integration to benefit patients and healthcare providers alike.
With more than 9,000 associates worldwide and 2,600 in the US, we pride ourselves on harnessing cutting-edge technology, precise workmanship, and unrivaled customer support to help healthcare facilities succeed. With onsite locations and field opportunities across the country, we attract a diverse and talented staff. It's not just about the tools we create—it’s about the lives we change, together.