As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.
We provide an inclusive work environment where each person is considered as an individual.
At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
**Job Function**:
Quality
**Job Sub Function**:
Customer/Commercial Quality
**Job Category**:
Professional
**All Job Posting Locations**:
Ciudad Juarez, Chihuahua, Mexico
**About MedTech**
Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.
**About Surgery**
Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.
Are you passionate about improving and expanding the possibilities of surgery?
Ready to join a team that's reimagining how we heal?
Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world.
Your contributions will help effectively treat some of the world's most prevalent conditions such as obesity, cardiovascular disease and cancer.
Patients are waiting.
**We are searching for the best talent for COMPLAINTS ANALYST I to be in Ciudad Juarez, Planta Independencia.
**
**Purpose**:
This position will have responsibilities across ETHICON and Cardiovascular and Specialty Solution (CSS) Companies Johnson and Johnson Family of Companies) including a span of multiple product platforms such as General Surgical Devices, Sutures, ENT, Infection Prevention, Electrophysiology and Surgical and Non-Surgical Aesthetics.
**You will be responsible for**:
In accordance with all applicable federal,



state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:
- 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
- Responsible for complaint management (Entry, Closure, Follow ups, etc.)
- Write customer response letters, as required.
- Responsible for ensuring all required information for a complaint file is obtained and properly documented to make sound regulatory reporting decisions.
- Evaluates all information from a clinical and technical perspective to ensure appropriate Analysis, Investigation, Root Cause, and Quality Engineering review is documented prior to complaint closure.
- Set up complaint meetings and effectively communicate with worldwide complaint groups, as well as other internal departments such as Marketing, R&D;,



Customer Service and Technical Services.
- Establish reports for the prompt review of new complaints, regulatory reporting decisions, and follow-up.
- Possess a thorough understanding of the complaint database.
- Develop, establish, prepare and distribute dashboards and reports to assure complaints are processed in a timely manner
- Understands basic principles, theories, concepts and techniques related to customer complaints.
- Escalate critical issues for proper disposition as necessary.
**Qualifications / Requirements**:
EXPERIENCE AND EDUCATION
- BS in computer science, engineering, physical, biological, or natural sciences required.
- 0 to 2 to years of quality, manufacturing, or regulatory experience in a medical device or other regulated industry.
REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS
Critical thinking and investigation skills are required.
Ability to multitask, including ability to understand customer requirements, retrieve relevant information, and provide responses satisfactorily and with immediacy is required.
Employee must be able to effectively prioritize and manage multiple activities and responsibilities.
Ability to function in a team environment and deliver on team objectives is required.
Ability to influence and drive change is preferred.
Prefer project management and/or process mapping experience.
Communication Skills: Strong written and verbal communication skills are required.
Must be highly proficient in reading, writing, and speaking the English language.
Prefer developed presentation skills.
Prefer prior medical device complaint handling experience, or knowledge of medical device regulations.
**Required Skills**:
**Preferred Skills**:

📌 Complaints Analyst I (Fixed-Term 12 Months) (Ciudad Juárez)
🏢 Johnson & Johnson
📍 Ciudad Juárez