Job Description

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:

Professional

All Job Posting Locations:

São José dos Campos, São Paulo, Brazil, São Paulo, Brazil

Job Description:

Job Description

Handling of Surgery MedTech LATAM product complaints processes in the applicable Quality Systems, in accordance with Standard Operating Procedures, regulations and quality standards.

• Execute product complaint intake activities, ensuring timely and accurate processing of complaints in accordance with established procedures.
• Perform translation of event descriptions, when required, to ensure complete and accurate information is available to Franchise partners in the applicable systems.
• Prepare and send complaint acknowledgment letters to the sales force, confirming receipt of the complaint and providing the corresponding reference number.
• Prepare and distribute complaint closure letters in the local language, when applicable.
• Support training and awareness activities for the sales force related to Product Complaint processes and requirements.
• Support internal and external audits by preparing and providing product complaint documentation and related records.
• Maintain accurate complaint records and ensure compliance with quality and regulatory requirements.
• Contribute to Continuous Improvement initiatives supporting process optimization and operational excellence efforts.
• Support preparation of Quality Management System Review (QSMR) in regards to Product Complaints metrics.
• Support internal and external audits related to product complaint information.
• Collaborates with Service Solutions, Medical Affairs, Brand Protection, Franchises, Business Partners and other areas, as applicable, to ensure appropriate product complaint management in LATAM.
• Support on non conformances investigation when related to product complaint process.
• Responsible for developing regional product complaints metrics.

Essential Knowledge and Skills

Education

Bachelor’s Degree in Pharmacy, Life Sciences, Engineering, Healthcare, or a related discipline.

Experience

• Minimum of 2 years of professional experience, preferably in Quality, Regulatory Affairs, Complaint Handling, or a related field.
• Languages

Trilingual (English - advanced , Spanish - advanced and Portuguese - advanced).

• Desirable

Knowledge in ECM (Enterprise Complaint Management) system, ETQ and Windchill.

Knowledge in Power Bi

• Core competencies required

Attention to Detail: Demonstrates accuracy and thoroughness in complaint intake activities, ensuring data integrity and compliance with procedures.

Communication Skills: Effectively communicates in written and verbal formats, preparing customer-facing correspondence and collaborating with internal stakeholders.

Organizational Skills: Ability to prioritize tasks, manage multiple activities simultaneously, and meet established deadlines.

Analytical Skills: Capable of reviewing complaint information, identifying relevant details, and supporting accurate documentation and escalation when necessary.

Team Collaboration: Works effectively across functions and supports training, audit, and operational activities in a collaborative environment.

Customer Focus: Understands the importance of accurate and timely complaint handling in delivering a positive customer experience and maintaining product quality standards.

Required Skills:

Preferred Skills:

Business Behavior, Compliance Management, Continuous Improvement, Data Analysis, Data Compilation, Detail-Oriented, Execution Focus, Goal Attainment, Internal Controls, Issue Escalation, Process Oriented, Quality Control (QC), Quality Management Systems (QMS), Quality Standards, Regulatory Environment, Report Writing