.DE&I StatementFor more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world's most pressing healthcare challenges.We know that the success of our business - and our ability to deliver meaningful solutions - depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential.At Johnson & Johnson, we all belong.We are searching for the best talent for STAFF COMPLAINTS ANALYST to be in Juárez (SALVARCAR)Purpose:You will be responsible for:Under general direction and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:Activities related Complaint Handling:- Responsible for the overall Complaint Management process (Entry, Follow up, Product Investigation, Closure, etc.)- Develop and coordinate workload of Complaints Analysts- Responsible for CSS and J&J Complaints Metrics- Possess a thorough understanding of the complaint database.- Plan, develops, coordinate and/or support Departmental projects from different levels of complexity- Responsible of complaint coding and ensuring that all the information required for the complaint file is obtained and properly documented to make sound regulatory reporting decisions.- 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, device investigations and follow-up.- Guarantees all complaints are processed/investigated on a timely manner- Develop, establish, prepare and distribute dashboards and reports to assure complaints are processed in a timely manner.- Deeply understands principles, theories, concepts and techniques related to customer complaints.- Investigate and develop solutions to procedures and process related issues to next management level.Activities related Trending and Escalation:- Escalate critical issues for proper disposition as necessary according to the applicable procedures.People Management and Talent Development:- In a supervisory capacity, develops, mentors, plans and coordinates workload for Complaints Analysts in the Juarez Facility.- In a supervisory capacity, plans, develops, coordinates, and directs projects with varying levels of complexity.- In a supervisory capacity, plans, develops, coordinates, mentors, and directs technicians and junior level analysts