At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com **Job Function:** Quality **Job Sub** **Function:** Customer/Commercial Quality **Job Category:** Professional **All Job Posting Locations:** Ciudad Juarez, Chihuahua, Mexico **Job Description:** Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech **We are searching for the best talent for Product Investigation & Complaints Management Laboratory Manager** **Purpose:** Under minimal 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 global 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.