Are you ready to unlock your potential?
At Straumann Group we're on an exciting journey of growth, innovation, and impact—driven by our mission to improve oral health and transform millions of lives worldwide. United by purpose, we bring our best selves to work every day, embracing a high-performance, player-learner culture that inspires collaboration, curiosity, and ambition. Here, you'll have the opportunity to take charge of your own career, harnessing your skills, passion, and enthusiasm for learning to continually grow and progress. Together, we're not just shaping brighter smiles—we're unlocking the potential of people everywhere, including our own.
About the Role
As a Complaint Handling Specialist, you'll play an important role in ensuring customer complaints are processed accurately, efficiently, and in compliance with quality and regulatory requirements. Acting as a central point of contact for complaint intake and coordination, you'll help ensure information is complete, routed correctly, and available to support timely investigations.
Working closely with global colleagues across Quality, Regulatory, Technical Support, Customer Service, manufacturers, and investigation sites, you'll contribute to maintaining high-quality processes that support patient safety, customer satisfaction, and continuous improvement. If you enjoy working in a structured environment where accuracy, collaboration, and attention to detail make a meaningful impact, we'd love to hear from you.
Your Role
In this position, you will:
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Review incoming customer complaints to ensure they are complete and accurately documented.
- Coordinate the distribution of complaints to the appropriate manufacturer or investigation site.
- Process complaints within established timelines while meeting internal quality and compliance requirements.
- Maintain accurate records in systems such as SAP and CRM to ensure traceability and effective follow-up.
- Record supporting documentation, including images, scans, and product information.
- Coordinate the shipment of complaint-related products and documentation when required.
- Maintain complaint records to support compliance and audit readiness.
- Escalate issues promptly to support timely resolution and continuous process improvement.
- Respond to requests from internal stakeholders and support urgent complaint-related activities.
- Perform additional assessments, such as fit tests or collecting supporting information, where needed.
- Contribute to complaint investigations by ensuring complete and accurate supporting information is available.
- Support colleagues and administrative team members involved in complaint processing by sharing knowledge and promoting quality standards.
Your Profile
Must-have Qualifications
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Technical vocational or academic qualification in a relevant discipline.
- Strong attention to detail with excellent documentation and data management skills.
- Ability to organize and prioritize multiple activities while meeting deadlines.
- Effective communication skills with the ability to collaborate across international teams.
- Good written and spoken English.
- Proficiency with Microsoft Office applications, particularly Word, Excel, and Outlook.
- Ability to work both independently and collaboratively while following established procedures.
Nice to Have
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Experience in the dental, medical device, healthcare, or another regulated industry.
- Knowledge of complaint handling or quality management processes.
- Experience working with SAP ERP and CRM systems.
- Additional language skills (Portuguese is preferred)
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability
