Global Complaints Lead, CTS

Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona's products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona's global headquarters is located in Charlotte, North Carolina, USA. The company's shares are listed in the United States on NASDAQ under the symbol XRAY. **Bringing out the best in people** As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we're looking for the best to join us. Working at Dentsply Sirona you are able to: **Develop faster** - with our commitment to the best professional development. **Perform better** - as part of a high-performance, empowering culture. **Shape an industry** - with a market leader that continues to drive innovation. **Make a difference** -by helping improve oral health worldwide. **Job Summary** **:** **The GBU Complaint Lead is responsible for effectively managing customer complaints, ensuring they are handled in a uniform and timely manner, and using the complaints to improve the overall quality of products or services within the QMS. This role often involves directly, or indirectly through subordinates, the documenting of complaints, overseeing regulatory assessments of complaints, collaboratively investigating root causes, collaborating with other departments to implement solutions, and following up with customers to ensure resolution. This role helps to secure Customer Complaints Processes are well established within the global complaint handling unit. As a people leader, the GBU Complaint Lead is responsible for managing, training, and coaching the Complaint Team to enhance performance, achieve departmental objectives, improves efficiency, and maintain a high-level of regulatory compliance.** **Key Responsibilities** **:** + Serves as People Manager for the Complaint Team, providing motivation and coaching to foster accountability and ensure alignment with the organization's mission and vision. + Ensures the efficient and compliant execution of departmental SOPs related to complaint handling, regulatory reporting, investigations, and associated procedures. + Collects, processes, and analyzes complaint handling data to identify trends and initiate corrective actions or product improvements as needed. + Helps establish, monitor and maintain the KPIs related to Complaint Handling Unit department. + Participates in S-PSC and recalls activities when needed; works closely with the Safety Officer and provides mandatory data when requested. + Initiates and/or assumes ownership of CAPAs when systematic issues are identified. + Works with the Sales organization and ensures the Complaint Handling Processes are working as efficiently and compliantly as possible. + Develops and delivers training content across the organization; provides team support as needed, including oversight and ownership of the end-to-end compliant process--covering intake, triage, regulatory reporting determination, investigation, and closure--while ensuring timely, compliant execution and documentation at each stage. + Serves as the complaint initiator or case coordinator with the Global Complaint Handling Unit. + Supports post-market regulatory reporting specialists in assessing complaints for regulatory reporting requirements. + Develops complaint handling processes and works closely with Corp and the Global Complaint Team in order to improve the fulfilment of Customer Requirements and ensures compliance. + Leads by example to ensure all complaint files are accurate, complete, audit-ready, and fully traceable in alignment with internal procedures. + Ensures compliance with legal reporting obligations, collaborating with other departments as required. + Facilitates investigations by gathering relevant data, aligning cross-functional teams, and supporting root cause analyses to ensure fact-based conclusions. + Serves as investigation coordinator for specific cases and product issue types, as assigned. + Collaborates closely with internal stakeholders-including Quality, Engineering, Regulatory, Customer Service, and Manufacturing-to drive timely, thorough complaint investigations and effective resolution. + Participates in External Audits when needed. **Qualifications** **:** + Bachelor's degree in engineering or an equivalent professional background. + Prior experience in a medical device industry + Knowledge of ISO 13485 and 21 CFR is a requirement. + Prior experience as a people manager and leadership and coaching. + Excellent communication skills as the role requires close contact with several functions/organization. **Functional Instruction** **:** + Process Enforcement: Mandates adherence to SOPs for complaint intake, triage, investigations, and closure. + Regulatory Compliance: Directs team to complete regulatory assessments, reporting, and follow-ups within required timelines + Cross-Functional Coordination: Instructs functions like Engineering, Regulatory, Quality, or Customer Service to provide data, support investigations, or implement corrective actions. + Escalations & CAPAs: Initiates and assigns corrective and preventive actions (CAPAs) when systemic issues are identified. + Audit & Inspection Readiness: Requires accurate, complete, and audit-ready complaint files across sites and functions. **Disciplinal Instruction** **:** + Direct People Management: Serves as the official line manager for complaint handling team. + Performance Oversight: Conducts performance reviews, sets individual goals, and provides feedback. + Talent Development: Coaches, mentors, and approves training or career development opportunities. + Corrective Actions: Issues verbal/written warnings, improvement plans, or other disciplinary measures when performance or conduct does not meet expectations. + Employment Decisions: Recommends or approves promotions, transfers, or terminations. **Authorities Instruction** **:** + Cross Functional: Drives complaint processes cross functions. + Disciplinary: Manages and disciplines team. + Regulatory: Ensure compliance with regulatory requirements. + Strategic: Aligns complaint handlig strategies and broader functional objectives. Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona. If you need assistance with completing the online application due to a disability, please send an accommodation request to [email protected] ([email protected]) . Please be sure to include "Accommodation Request" in the subject.