Team Lead - Designated Complaint Unit

WSAudiology is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

Our portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.

About the Role

We are looking for an experienced and detail-oriented DCU Team Leader located in Iselin to guide and support the local Designated Complaint Unit team. In this role, you will be part of a multisite DCU team and team up with the EMEA team leader located in Poland and the APAC team leader located in Singapore.

You will report to the Head of Designated Complaint Unit located at the WSA headquarter in Denmark.

As a local team leader, you will be responsible for ensuring that Americas customer complaints are handled in compliance with applicable regulations and internal policies. You will lead the local DCU team (2 specialists) and be responsible for preparation and presenting the complaint process during Internal and external Audits / Inspections. You will collaborate with internal and external stakeholders to ensure transparent and compliant complaint handling and act as a local go-to person for any issues raised by local affiliates.

Key Responsibilities

• Lead and develop a local team of Designated Complaint unit specialists, including coaching and performance management
• Ensure complaints are processed in a timely manner and in compliance with regulatory requirements (e.g., ISO 13485, FDA)
• Work closely with customer service teams to ensure a consistent approach to customer complaints
• Mange audits and inspections related to Americas affiliates

Qualifications & Experience

The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person's ability to do the job or otherwise made unlawful by federal, state, or local law.

Department Quality Role Group Quality - SQE Locations Iselin - WSA HQ