Complaints Manager (m/f/d)

For over 100 years, we have been the family-run company of the technology leaders in dosing, filling and packaging demanding products – from liquid to solid. About 3,400 employees at more than 20 locations worldwide develop groundbreaking solutions, systems and technologies for our four business areas: Consumer, Life Science, Nonwovens and Pharma. Together we do everything we can to ensure that our team is the best in the future. #wecareforpeople

As a complaint manager (m/w/d) you are part of Optima Pharma. In the development and production of intelligent turnkey filling solutions including isolator and freeze dryers, you will work with the pharmaceutical and biotech industry. Future-oriented, sustainable and flexible.

You monitor internal and external complaints to plants and machines via our central ticket system (JIRA). The actual processing is the responsibility of the respective competent department. You coordinate efficient and customer-oriented processing of complaints and ensure high customer satisfaction. In addition, you will accompany the implementation of the necessary measures carefully and ensure that any complaint is followed up to its conclusion. You ensure that all relevant regulatory requirements (e.g. CE, FDA, GMP) are complied with in the complaint processing process. You analyze complaint data, identify trends and use these findings to derive improvements for products and processes. In addition, prepare regular reports on complaint statistics, developments and measures taken and prepare them for management. You work closely with other departments, customer service providers and project managers to develop sustainable solutions for customer problems.

You have successfully completed a technical study - for example industrial engineering, electrical engineering, mechatronics or mechanical engineering. Alternatively, you have a qualified technical training in connection with relevant practice experience. You bring relevant professional experience in a comparable position, preferably in a regulated environment such as the pharmaceutical industry or the special machinery industry. You are familiar with the relevant standards and regulatory requirements (e.g. FDA, GMP, CE marking) and master common methods for error analysis and process optimization. Their operation is characterized by a clear structure and high precision. You document all relevant processes comprehensible and comply with all applicable regulations. Always keep an overview and act professionally and customer-centred at any time. You bring a high degree of self-initiative and enforcement capacity. Their strong communication and team skills as well as their consistent solution orientation round off your profile. You have very good German and good English skills and communicate in both languages safely, precisely and convincingly.

Family atmosphere in international business challenging activities in a professional environment Good development opportunities through continuous growth of the Group Safe jobs Performance-oriented remuneration Flexible working time Extensive training measures