Lead, Global Complaint Management

Role Overview ICU Medical is looking for an experienced and driven Lead for Global Complaint Management to join its Chennai operations. This mid-senior level role is responsible for overseeing a team of complaint management analysts, ensuring high-quality handling of customer complaints in compliance with medical device regulations. The ideal candidate will bring strong leadership capabilities, a regulatory mindset, and excellent communication skills to drive team performance and continuous process improvement. Key Responsibilities - Supervise, guide, and train complaint management analysts to ensure accurate, detailed, and timely handling of customer and company records - Manage inbound calls and emails from dissatisfied customers, escalating complex or high-consequence events appropriately - Monitor and manage key performance indicators to ensure team targets are consistently achieved - Provide ongoing mentoring, performance evaluations, and constructive feedback to Customer Success Center staff - Lead process improvement initiatives and special projects as assigned by senior leadership - Ensure all team activities align with established regulatory procedures and quality standards Required Qualifications - Bachelor of Science degree in Nursing, Bio-Medical Engineering, Pharmacy, Medical Technology, Clinical Laboratory Science, or a related scientific discipline - Minimum six years of experience in Quality or Regulatory Affairs within the medical devices manufacturing industry - Minimum two years of supervisory or management experience with a proven ability to lead and develop teams - Working knowledge of medical device regulations, standards, and compliance requirements - Proficiency in Microsoft Office tools including Outlook, Word, Excel, PowerPoint, and collaboration tools such as WebEx, Visio, and TrackWise Digital - Strong problem-solving, analytical, and decision-making abilities with exceptional customer service skills Why Join Us ICU Medical is a globally recognised leader in medical device manufacturing committed to improving patient outcomes and supporting its people. This is an excellent opportunity for a seasoned professional to take ownership of a critical quality function within a collaborative and inclusive work environment.

- Bachelor of Science in Nursing, Bio-Medical Engineering, Pharmacy, Medical Technology, or related scientific field - Minimum 6 years of Quality or Regulatory Affairs experience in medical devices manufacturing - Minimum 2 years of supervisory or team management experience - Knowledge of medical device regulations and compliance standards - Strong communication skills for interaction with biomedical engineers, healthcare providers, and manufacturing personnel - Proficiency in Microsoft Office Suite, WebEx, Visio, and TrackWise Digital - Excellent problem-solving, analytical, and decision-making skills - Exceptional customer service and complaint resolution abilities - Must be at least 18 years of age

- Equal opportunity and affirmative action employer - Professional office work environment - Opportunity to lead and mentor a global complaint management team - Exposure to international medical device quality and regulatory processes