Global Complaints Specialist

Global Complaints Specialist Waltham, MA Job Details 21 hours ago Qualifications English High school diploma or GED Full Job Description Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona's products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona's global headquarters is located in Charlotte, North Carolina. The company's shares are listed in the United States on NASDAQ under the symbol XRAY. Bringing out the best in people As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we're looking for the best to join us. Working at Dentsply Sirona you are able to: Develop faster - with our commitment to the best professional development. Perform better - as part of a high-performance, empowering culture. Shape an industry - with a market leader that continues to drive innovation. Make a difference -by helping improve oral health worldwide.

Job Summary :

We are seeking a detail-oriented and highly motivated Global Complaint Specialist to join our Global Complaint Handling Unit - Post Market Surveillance team. This position plays a key role in ensuring timely and accurate disposition, intake and documentation of product complaints, supporting regulatory compliance, and collaborating across functions to enhance product quality and customer satisfaction. The ideal candidate brings a strong sense of accountability, excellent communication skills, and a desire to grow within the medical device and pharmaceutical industries. This is an exciting opportunity for an early-career professional who is passionate about quality, regulatory compliance, and customer-centric problem solving within a global and highly regulated environment.

Responsibilities:

Complaint Intake and Documentation Serves as the primary complaint initiator for the Global Complaint Handling Unit. Accurately receives, evaluates, codifies, and documents product complaints in the designated complaint management system, ensuring all required data is captured in a timely and compliant manner. Customer Communication Conducts follow-up communication with complainants to support complaint investigations and gather additional information as needed. Provides regular updates on complaint status and, when applicable, communicate final investigation findings to the complainant in a professional and empathetic manner. Compliance Ensures all complaint-handling activities are performed in accordance with applicable global regulations and standards, including but not limited to 21 CFR 820, 21 CFR 803, ISO 13485:2016, and EU MDR (Regulation

EU 2017/745

). Adheres to internal policies, SOPs, and quality system requirements. Complaint Investigation Support Contributes to the investigation process by collaborating with internal teams and supporting documentation efforts. Participates in root cause analysis and recommend next steps as appropriate. Corrective and Preventive Actions (CAPA) Supports the implementation of corrective or preventive actions stemming from complaint data, helping to reduce the likelihood of recurrence. Reporting and Trending Assists in tracking and trending complaint data. Prepares reports and contribute data insights to support ongoing quality improvement initiatives. Training and Knowledge Sharing Provides guidance and share best practices with internal teams on complaint handling processes. Supports onboarding and training of new team members as needed. Cross-Functional Collaboration Partners with teams such as Engineering, Manufacturing, Regulatory Affairs, and Customer Service to resolve complaints effectively and drive continuous improvement. Additional Duties Performs other responsibilities as assigned in support of team and departmental goals.

Education:

High School diploma or equivalent required. Associate's or Bachelor's degree in a scientific, technical, or healthcare-related discipline preferred.

Experience:

1-3 years of experience in a customer-facing or highly regulated role preferred. Experience in a medical device, pharmaceutical, or other life sciences industry is a strong plus.

Key Skills, Knowledge, and Capabilities:

Proficient in English; strong written and verbal communication skills required. Multilingual abilities are highly desirable. Excellent organizational skills and a high degree of attention to detail are fundamental to success. Strong comfort level with computer-based tasks, including working across multiple systems or screens simultaneously. Proficiency in standard office software (e.g., Microsoft Office Suite); experience with electronic quality or complaint management systems preferred. Able to work both independently and collaboratively in a fast-paced, team-oriented environment. Familiarity with regulated environments and an understanding of global regulatory frameworks preferred. Occasional travel may be required (