Customer Complaints Team Lead

Job Description

General Information

Description & Requirements

External Job Description - English

Customer Complaints Team Lead

Location: Bangalore, India Business Group: Phillips-Medisize, a Molex Company Job Category: Quality & Regulatory Affairs

Our Team

You will be part of the Global Quality & Regulatory organization, in Customer Complaints team and working closely with quality, regulatory, manufacturing, and product teams across India, Europe, and China. This team is responsible for establishing and driving a robust customer complaint handling capability that supports product quality, regulatory compliance, and continuous improvement for global medical device customers.

What You Will Do In Your Role

• Lead and coordinate customer complaint handling and vigilance activities for new products.
• Manage complaint intake, triage, investigations, follow-ups, closure tracking, report preparation and KPI monitoring.
• Ensure complaints are processed and closed in compliance with contractual, regulatory, QMS, and internal quality requirements.
• Drive CAPA and correction investigations and identify opportunities for product and process improvements.
• Maintain complaint documentation that is complete, traceable, auditable, and compliant.
• Develop, maintain, and improve complaint handling procedures, work instructions, and training materials.
• Support customer communications, escalations, and returned device handling processes.
• Collaborate with cross-functional stakeholders including Manufacturing, Regulatory Affairs, Product Sustenance, PMS, and Quality teams.
• Provide coaching, training, and day-to-day guidance to Complaint Handlers.
• Monitor regulatory requirements and support audits, continuous improvement initiatives, and market safety screening activities.

The Experience You Will Bring

Required Qualifications

• Bachelor's degree in Life Sciences, Pharmacy, Engineering, or a related discipline.
• Experience working in a regulated environment such as medical devices, pharmaceuticals, drug delivery devices, or life sciences.
• 6-10 years experience in complaint handling, quality assurance, customer quality, post-market quality, or similar quality/regulatory functions.
• Strong understanding of complaint investigation processes, risk-based decision making, documentation practices, and escalation management.
• Excellent stakeholder management and customer communication skills.
• Experience working with global teams across multiple regions.
• Strong organizational, planning, analytical, and follow-up skills.
• Leadership capabilities with the ability to prioritize and drive execution.
• Proficiency in MS Office, SAP, and related quality/business systems.
• Ability to work independently in a fast-paced, cross-functional environment.

Preferred Qualifications

• Medical device complaint handling experience.
• Knowledge of ISO 13485, FDA 21 CFR Part 820, EU MDR, or similar regulated quality frameworks.
• Previous Team Lead or Supervisor experience.

What Will Put You Ahead

• Deep expertise in medical device complaint management and post-market surveillance.
• Proven experience leading teams within regulated healthcare environments.
• Strong knowledge of global regulatory requirements and vigilance processes.
• Demonstrated ability to drive process improvements and quality excellence.

Why Join Us

At Phillips-Medisize, you will have the opportunity to build and lead a new complaint handling capability in India while collaborating with global experts. You'll work in a Principle Based Management (PBM) culture that promotes innovation, continuous learning, value creation, integrity, and personal growth. This role offers significant leadership exposure and the opportunity to make a meaningful impact within the rapidly growing medical device industry.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Who We Are

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.