COMPLAINT HANDLING BUSINESS UNIT SENIOR MANAGER

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com .

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Quality

Job Sub Function:

Customer/Commercial Quality

Job Category:

People Leader

All Job Posting Locations:

Ciudad Juarez, Chihuahua, Mexico

Job Description:

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

About Electrophysiology

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

As Johnson & Johnson MedTech Electrophysiology, we have one goal – to ensure those with atrial fibrillation can live the lives they want. For more than 30 years, we’ve been the global market leader in the science and technology of cardiac arrythmia treatment. Our suite of tools means electrophysiologists are empowered to personalize their approaches for patients with effective and reproducible workflows. Together, we’re changing what it means to be diagnosed with atrial fibrillation or other cardiac arrhythmias.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for COMPLAINT HANDLING BUSINESS UNIT SENIOR MANAGER for Salvarcar Site, Ciudad Juarez

Purpose:

Under minimum direction, the Senior Complaints Handling Unit Manager will be accountable for supervising the

Failure Analysis Lab and/or the Complaints Management Team in the Juarez Facility. This individual will also be

responsible for maintaining the quality processes associated with product complaint handling, procedures, and

controls to ensure that all complaints are processed/investigated in accordance with established company

procedures and worldwide regulations and standards.

You will be responsible for:

In accordance with all applicable federal, state and local laws/regulations and Corporate

Johnson & Johnson, procedures and guidelines, this position:

• Responsible for the accuracy and completeness of the data entry into the global complaint handling

system to contribute in achieving departmental and MD&D metrics.

• Responsible for proactively identifying gaps in the complaint handling global system where human error

may lead to late regulatory reports and complaint timeliness delays by actively monitoring activities.

• Responsible for gathering and communicating system issues to the system administrator and for

communicating resolutions back to the users globally.

• Demonstrated experience working globally, strong team leadership skills for multi-regional project team.

• Demonstrated strong oral and written communication skills.

• Responsible for generating and distributing the weekly, monthly, and quarterly metrics reports.

• Responsible for generating and developing reports for management oversight.

o Responsible for communicating business related issues or opportunities to next management

level

o Responsible for following all Company guidelines related to Health, Safety and Environmental

practices as applicable.

o For those who supervise or manage a staff, responsible for ensuring that subordinates follow all

Company guidelines related to Health, Safety and Environmental practices and that all

resources needed to do so are available and in good condition, if applicable

o Responsible for ensuring personal and Company compliance with all Federal, State, local and

Company regulations, policies, and procedures

o Performs other duties assigned as needed

Qualifications / Requirements:

• A minimum BS in Business, Computer Sciences or Engineering.

• Minimum 8-10 years related experience.

• 2-3 years in Quality required

• Bilingual English/Spanish preferred.

• Strong facilitation and communication skills.

• Multi-country experience.

Required Skills:

Preferred Skills:

Compliance Management, Continuous Improvement, Corrective and Preventive Action (CAPA), Developing Others, Fact-Based Decision Making, Give Feedback, Inclusive Leadership, ISO 9001, Leadership, Performance Measurement, Quality Control (QC), Quality Management Systems (QMS), Quality Processes, Quality Standards, Standard Operating Procedure (SOP), Team Management