Imagine how your ideas and expertise can change a patient’s life. Our Quality teams help shape the development of groundbreaking technologies to ensure each stage of our innovation process is held to the highest standards of integrity and safety. You’ll bring your passion for problem solving and partner with various teams to influence decision-making for a product’s entire lifecycle. Your work will involve you optimizing product development to impact patients around the world with pioneering technology. 

Evaluate global complaint information provided, conduct additional investigation as needed and escalate as appropriate. Evaluate complaints for Medical Device Reporting (MDR). Prepare and submit MDR reports to FDA. Process complaint files from initiation to closure.

Fulfill FDA, ISO and other relevant requirements for designated complaint handling unit, and evaluation of events for reportability to applicable regulatory bodies.

How you will make an impact:

Assess complaint information provided and conduct additional investigation as needed and escalate as appropriateSeek information and input, and challenge as appropriate, from Product Safety, Engineering and other departments/business units for complaint investigationsEvaluate complaints for Medical Device Reporting (MDR)Prepare and submit MDR reports to FDAIdentify problems and lead projects to improve processes, procedures, and/or practices; recommend and resolve solutions, including devising new approaches to problems encounteredSummarize findings, including a review of the investigation, product analysis, imaging review, instructions for use (IFU), and any other relevant labeling and/or training materials, and formulate conclusionsEvaluate event to determine if it qualifies as a complaintManage customer relationship and expectations during course of complaint investigation and resolution processPrepare and submit final customer correspondenceLead and plan agenda for and run weekly meetings to discuss complaint issues with affected functions (e.g., Manufacturing, Quality Assurance, Suppliers, etc.) to identify assignable root cause, resolve open action items, and gather additional technical information to resolve complaintAnalyze and/or audit complaint data/files and may develop reportsLead the investigation of complaints that include all complex scenarios:Other duties assigned by Leadership (Attend cross-functional meetings to represent Quality Compliance and present open items for which resolution is needed)

What you'll need (Required):

Bachelor's DegreeFive (5) years of experience with complaint handling and evaluating complaints for MDR (Medical Device Reporting).Medical Device (cardiovascular, endovascular, or other critical care/surgical products), healthcare, or a related environment/industry experience.

What else we look for (Preferred):

Experience submitting Medical Device ReportsProficient knowledge of medical terms and human anatomyGood knowledge of Good Documentation Practices (GDP) as it relates to complaint filingStrong knowledge and familiarity with 21 CFR 820 & 803 regulationsProven expertise in MS Office Suite and ability to operate general office machineryExcellent written and verbal communication skills and interpersonal relationship skills including consultative and relationship management skillsDemonstrated problem-solving, critical thinking, and investigative skills working relationshipsSubstantial knowledge and understanding of Edwards policies, procedures, and guidelines relevant to quality complianceAbility to manage confidential information with discretion

Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families.

For California, the base pay range for this position is $80,000 to $113,000 (highly experienced).

The pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience).  Applications will be accepted while this position is posted on our Careers website.   

Edwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.

COVID Vaccination Requirement

Edwards is committed to protecting our vulnerable patients and the healthcare providers who are treating them. As such, all patient-facing and in-hospital positions require COVID-19 vaccination. If hired into a covered role, as a condition of employment, you will be required to submit proof that you have been vaccinated for COVID-19, unless you request and are granted a medical or religious accommodation for exemption from the vaccination requirement. This vaccination requirement does not apply in locations where it is prohibited by law to impose vaccination.