• This individual's primary responsibility is to implement and maintain a European wide Complaint Handling System for Nucleus and Baha products and to establish failure root cause analysis processes for returned devices.
• This position is the managing role between European regional markets requesting resolutions of customer complaints and CLTD and CBAS as problem investigation parties.

Complaint Handling System Implementation:

• Review current complaint handling process and further improve the process to establish a stable process in close cooperation with CEL QA team and CLTD Q&R team.
• Develop feedback structures and mechanisms to CLTD, CBAS as well as to internal departments and customers and trend top 5 complaints categories for CI and Baha monthly to share with Clin/Tech, Service & Repair and Customer Service as well as with CLTD D&D.
• Implement escalation process for special complaints that require specialist review, e.g. medical issues.
• Develop templates for internal departments to be used as official feedback to complainant.
• Execute European reliability product/data trending protocols for external devices and integrate the physical return process for key products with the reason for return data and recipient demographic data in the Cochlear Equipment and Registration Management (CREM) system and Cochlear’s ERP (Oracle) System, working closely with CLTD and CBAS.
• Develop appropriate trending metrics for complaint statistics, e.g. per country, department, device, reported problem, ensuring alignment with global metrics.
• Introduce and execute appropriate policies and work instructions to be published on the CEL QA system.