Technical Complaint Investigator

🌍 Making Every Move Matter

At ViCentra, we’re on a mission to make living with diabetes easier, by designing simple, beautiful, and effective solutions that fit people’s lives — not the other way around. We combine technological innovation with human-centered design to empower people with more freedom, confidence, and life on their terms. Our values; Be Bold, Build Trust, Focus on the Customer and Deliver Excellence drive everything we create and every decision we make.

We believe that when ambition meets purpose, remarkable things happen. If you thrive in a space where ideas accelerate, challenges spark growth, and making a difference is the goal, ViCentra is your next great adventure. 🚀

👩💻 Your Impact

No complaint is too big or too small to matter. As a Technical Complaint Investigator, you ensure that every signal is taken seriously and every issue is fully understood. You are the person who looks beyond the symptom to uncover what is truly happening at product, system, and process level. By diving deep into investigations and working closely with R&D, Manufacturing, Quality, and suppliers, you turn real‑world feedback into safer products, smarter designs, and continuous improvements that protect patients and strengthen trust in everything ViCentra delivers.

🔧 What You’ll Take On

In this role, you will take ownership of both routine and complex complaint investigations, including:

• Supporting the investigation of “normal” complaint cases and product send-backs to maintain a strong investigation baseline.

• Performing deep root cause investigations on returned products, going hands-on where needed to truly understand what is happening at pump level.

• Leading and executing root cause analysis and corrective & preventive actions (CAPA), ensuring issues are not only solved but prevented in the future.

• Working closely with R&D, Operations, Manufacturing, Quality, Customer Care, and suppliers to investigate issues end-to-end.

• Managing and interpreting feedback from suppliers, integrating external input into structured investigations.

• Recording, tracking, and communicating investigation findings clearly via Salesforce and internal complaint systems.

• Balancing technically complex investigations with necessary administrative work, understanding that compliant documentation is an essential part of impact.

• Supporting the team as complaint volumes grow, proactively contributing to process improvements and scalability.

📌 What You Bring

• A technical or engineering background, enabling you to look at a pump and quickly understand system behavior and failure mechanisms.

• 5+ years of relevant experience in technical investigations, engineering, quality, manufacturing, or similar environments.

• Proven experience with root cause analysis methods (e.g. 5 Whys, Ishikawa) and translating findings into preventive actions.

• The confidence and curiosity to work deeply with others — R&D, suppliers, manufacturing — rather than staying at surface level.

• Comfort handling diverse and sometimes conflicting input from multiple stakeholders and suppliers.

• Strong documentation, analytical thinking, and communication skills.

• Experience in medical devices is not required, but is considered a strong advantage.

• A hands-on, motivated mindset: no task is “below your level,” and you understand that thorough investigations include both technical depth and structured administration.

💡 Life at ViCentra

Working at ViCentra means joining a team defined by:

• Courage to create: We experiment, challenge norms, and learn fast.

• Trust above all: Integrity, honesty, and openness shape our relationships.

• Customer-first mindset: Every idea is measured by the impact on those we serve.

• A drive for excellence: We hold ourselves to the highest standard because lives depend on it.

Our days move fast, fueled by curiosity, diverse perspectives, and a love for collaboration. Here, you can shape and be shaped by groundbreaking work in MedTech.

🌱 Grow With Purpose

• Harness your talent for a mission that truly matters.

• Enjoy creative freedom, supportive teamwork, and room to lead initiatives.

• Make a direct impact in people’s lives, today and into the future.

• Be surrounded by innovators who challenge and cheer you on.

🌏 Every Journey Starts Somewhere — Make Yours Count Here

We believe a powerful team is built on unique backgrounds and points of view. If this opportunity excites you but you’re unsure if you fit every bullet, we want to hear your story. At ViCentra, it’s your potential and passion that catch our eye.