**Job Function**:
Quality
**Job Sub Function**:
Customer/Commercial Quality
**Job Category**:
Professional
**All Job Posting Locations**:
Ciudad Juarez, Chihuahua, Mexico
Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.
**We are searching for the best talent for**Complaint Managment & Failure Investigation Laboratory Manager**
**Purpose**:
Under mínimal direction, the Complaint Management Unit Manager will be responsible for
overseeing the Failure Analysis Lab and/or the Complaint Handling team at the Juarez
site.
He/she will also be responsible for maintaining Quality processes associated with
product complaint handling, procedures, and controls, to ensure that all complaints are
processed/investigated in accordance with established company procedures and worldwide
regulations and standards.
**You will be responsible for**:
Under general direction and in accordance with all federal, state, and local laws/regulations and
Johnson & Johnson Corporate procedures and guidelines, this position:
- Responsible for the accuracy and completeness of data entry into the global complaint handling
system to contribute to the achievement of department metrics and MD&D.;
- Responsible for proactively identifying failures in the integral complaint handling system, where
human error may lead to late regulatory reporting and complaint delays, by actively monitoring
activities.




- Responsible for collecting and communicating system issues to the system administrator and
communicating resolutions to users globally.
- Demonstrates experience working globally, strong multi-regional project team leadership skills.
- Demonstrates strong oral and written communication skills.
- Responsible for the generation and distribution of weekly, monthly, and quarterly metrics
reports.
- Responsible for the generation and development of reports for supervision.
- Responsible for chairing monthly meeting to review metrics.
- Responsible for communicating business related issues or opportunities to next management
level.
- Responsible for following all Company guidelines related to Health, Safety and Environmental
practices as applicable.
- For those who supervise or manage a staff, responsible for ensuring that subordinates follow all
Company guidelines related to Health, Safety and Environmental practices and that all
resources needed to do so are available and in good condition, if applicable
- Responsible for ensuring personal and Company compliance with all Federal, State, local and
Company regulations, policies, and procedures.
- Performs other duties assigned as needed.
**Qualifications / Requirements**:
- Bachelor's degree in Business Administration, Computer Science or Engineering.
- Minimum 8-10 years of experience.
- 2 - 3 years of experience in Quality.
- Bilingual English/Spanish (oral and written) preferred.
- Strong effective communication skills.
- International experience.

📌 Complaint Managment & Failure Investigation Laboratory Manager (Ciudad Juárez)
🏢 Johnson & Johnson
📍 Ciudad Juárez