Inquiry and complaint management for an internationally-operating laboratory information system

Main tasks: – Documentation of all required and existing information on the existing problem with the customer as well as communication with fields staff and with the customer. – Timely analysis and determination of the cause of global customer queries and complaints that are documented in CRM Clarify according to the requirements of a strictly-regulated environment. – Self-explanatory documentation of the analysis and cause according to the regulations and quality standards of a strictly-regulated environment. – Representation and communication of the results in the project meetings – Documentation of the errors in the HP Quality Center. – Risk analysis and evaluation of the product risk. – Creation of CAPAs in SAP for critical problem causes and triggering of corresponding corrective or preventive measures. – Communication and representation of critical customer complaints with the quality management. – Improvement of product documentation with information from the individual analyses.