TCH Expert

TASKS AND RESPONSIBILITIES

• Process of Product Technical Complaint Cases, including receiving complaints, entering internal IT Tool, processing and final closing.
• Assign appropriate initial risk classification after reviewing all relevant case information.
• Apply country specific requirements and product specific requirements during processing of Technical Complaint Cases.
• Support the sample handling and reimbursement process.
• Create letters to complainants and 3rd party companies.
• Maintain interfaces and communication with internal and external call centers, manufacturing sites, Country Quality Units and complainants to obtain complete case information and investigate thoroughly.
• Ensures appropriate documentation, archiving and record-keeping process in compliance with applicable regulations and standard operating procedures.
• Ensure compliance with all applicable regulations and standard operating procedures.
• Collaborates with local Bayer QA function and other functions regarding Product technical complaints handling. e.g. pharmacovigilance, logistics etc.
• Prepare and present KPI reports to senior management during routine and ad-hoc Management Review meetings.
• Identify best practices, continuous improvement and efficiencies relating to processes, SOPs, guiding documents, training and technology.
• Supports internal and external inspections/audits by providing subject matter expertise and product and country specific knowledge.
• Provide support in escalation management and problem solution.
• Coordinates and performs training as needed, e.g. continuous training of GBS staff and new departmental employees.

WHO YOU ARE

• Bachelor’s degree in pharmacy or engineering is required.
• At least 5 years of experience in medical/pharmaceutical industry.
• English, Spanish, Portuguese at least B2/C1 written and spoken.
• Experience in complaint handling, manufacturing, pharmacovigilance or quality is required.
• High Customer Focus.
• Ability to manage complex situations and escalation needs within a team.
• Ability to communicate with key stakeholder.
• Power BI reporting experience is required.

At Bayer we believe in diversity, equity and inclusion. We aim to create an environment in which everybody can feel authentic, respected and equally valued. Every day we strive to reflect our values through our unique capabilities, self-experiences, and aspirations. We intentionally seek diversity, to enable our people to bring their fullest potential out and encourage others to likewise do so. Our company wins when we leverage our capabilities to lead the cultural transformation in our business, positively impacting society.

Candidates who meet the requirements based on the job profile will be considered for employment regardless of physical disability, race, color, religion, sex, age, sexual orientation, gender identity and will not be at a disadvantage if unemployed.