At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds. As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered and recognised. **What You Can Expect** Responsible for the coordination of complaints from the signal reception until the creation of the record in the relevant software database. This includes entry, collection, manipulation, retrieval and communication of complaint content according to corporate and site-specific procedures as applicable. Fosters positive relationships with manufacturing sites and supporting functional areas to resolve process issues and drive continuous improvement. Must be committed to corporate goals of customer satisfaction and continuous improvement. **How You'll Create Impact** + Responsible for the coordination of product complaints + Fosters positive relationships and support of functional areas to resolve process issues and drive continuous improvement. + Subject Matter Expert for complaints process + Responsible for follow up with site team and international team members to ensure effectiveness and responsiveness related to process. + Responsible for communication of data related to the process to site and division leadership. + Adheres to all corporate and site specific procedures + Escalates immediately potential critical issues to management and to the product manufacturer, to initiate containment actions when necessary + Connects with appropriate subsidiaries in case of translation needs + Reviews the processed complaints in regards of adequacy and completeness and re-opens complaint records when additional information is received or when necessary + Monitors appropriate metrics to measure key performance indicators of the unit + Proactively communicates process improvement opportunities to management + Continuously helps to improve existing processes, forms, tools and databases + Participates in Global Complaint Handling Process Initiatives + Manages Joint Complaint Mailbox effectively and efficiently + Communicates with 3rd Party Manufacturers **What Makes You Stand Out** + Time management skills and proven ability in balancing priorities among the many ongoing tasks, and being responsive to critical situations, as this position has a high volume of work, regulatory mandated time limits, and often changing priorities. + Interpersonal skills - able to work in an international environment with individuals at all corporate levels and different cultures + Knowledge of Internet, Microsoft Office applications and the ability to learn other software quickly as required. + Good oral communication and writing skills + Professional business conduct + Detail and precise working personality + Team Player **Your Background** + Commercial/Technical Apprenticeship/High school diploma or equivalent + 2+ years of experience in customer service, complaints would be a plus + Experience in an Industrial/Medical Environment preferred; medical knowledge an advantage + Experience in administrative work **Languages** + Must have: English fluent verbal and written + Any additional languages would be a plus **Personal skills requirements** + Details oriented + Well organized + Friendly and easy in communication **Travel Expectations** + Less than 5% EOE/M/F/Vet/Disability