Associate II, Complaints (Thai Speaker)

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care.

Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.

POSITION OVERVIEW : Responsible for day-to-day case management of quality technical and adverse event complaint records, including intake, follow up, triage, system entry- and final response, involving Alcon devices, pharmaceutical products and OTC products. Complaints handling accountabilities reflect activities required to comply with local and international regulations, guidelines and applicable directives

KEY RESPONSIBILITIES :

• Ensure compliance of the regional / country complaint handling process for all Alcon products, including intake, follow up and triage for reports of quality / technical complaints and Adverse Events in compliance with local and international regulations, guidelines and applicable directives.
• Receive initial complaint from any source (ECPs, patients, internal Alcon personnel) and assure all information / data is accurately captured at point of contact
• Maintain an understanding of information or date required to be collected of technical and AE complaints to assure compliance with regulations and directives
• Manage technical and adverse event complaint records for assigned areas using designated safety systems
• Review potential complaint data received via safety systems and other methods as required
• Perform intake / follow up / data entry activities and attached corresponding source documents in a timely manner per requirements and directives.
• Perform all necessary reconciliation activities including for all customer-oriented programs in accordance with procedures
• Triage / address calls from all sources for quality technical complaints, Adverse Events, and assist into the request for refund, request for replacement product and requests for credit
• Adheres to require metrics for all complaint intake responsibilities
• Arrange for replacement, product return and shipping of samples to QA side for analysis
• Closes files according to establish guidelines to meet required timelines
• Maintain a working knowledge of company policies and procedures, departmental processes, and associated work instructions
• Monitor the evolving local and international regulations, guidelines, and applicable directives, and inform regional / global of the changes in a timely manner
• Responsible country(ies) : APAC and GEM (Including Thailand)

Key Performance Indicators (KPI)

Associate is authorized :

WHAT YOU’LL BRING TO ALCON :

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HOW YOU CAN THRIVE AT ALCON :

Alcon is an equal opportunities employer and welcomes applications from all qualified candidates.

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