Medical Complaint Handling Specialist – English & EU Language

About the role

Alcon is seeking a Medical Complaint Handling Specialist to manage product complaints and adverse event reports across the EMEA region. The role ensures that all complaint activities comply with local and international regulations, supporting Alcon’s commitment to eye‑health safety and quality.

Key responsibilities

• Collect, enter, process and document technical product complaints and adverse event reports from healthcare professionals, patients, internal staff and other sources.
• Transcribe, translate and accurately input data from source documents, phone calls and follow‑ups into safety and CRM systems.
• Maintain up‑to‑date knowledge of company policies, SOPs, and regulatory directives to ensure timely compliance.
• Participate in investigation teams for complaint quality investigations and manage case resolution.
• Communicate effectively with country organizations and key stakeholders.
• Review incoming complaint data from safety systems, service records, website, CRM and other channels.
• Tri­age calls related to technical complaints, adverse events, refunds, product replacements and manage reimbursement processes linked to recalls.
• Coordinate the return of product samples for analysis and inform management of emerging safety trends.

Required profile

• Fluency in English and at least one other EU language.
• Strong understanding of medical device and OTC product complaint handling regulations and guidelines.
• Excellent attention to detail and ability to work under tight timelines.
• Effective communication skills for interaction with internal teams and external customers.

Required skills