Integrity without compromise

Every day our products and services help to save lives 
around the globe. Therefore, we make quality and 
reliability our number one priority. 

Get to know us and join our team as

Complaint Handling Specialist I


El Segundo, CA, US, 90245

Company:  KARL STORZ Endoscopy-America, Inc.
Pay Range:  $25.96 - $41.28
ID #:  2510

I.  Job Purpose and Core Tasks


This position acts as a primary contact for receiving, processing, trending and reporting product complaints. Maintains the problem log to record and identify recurring issues and report these to Manager, International Complaint Handling. Processes, investigates, documents and monitors trending and reporting of product defect complaints assigned in accordance with company guidelines and external regulatory requirements for the handling of customer complaints as mandated by the FDA.

This includes; recording, reviewing and approving incoming complaints, assigning investigation responsibility, conducting investigations and reporting problems to applicable manufacturers, identifying trends, etc. May collaborate with other internal groups to respond to product inquiries and issues. May directly answer telephone, email or written inquiries regarding complaints.


II. Minimum Knowledge, Education and Skill Requirements




Minimum years of relevant work experience:

  • 1-2 years of related Quality or Complaint handling experience; or equivalent work experience


Minimum education, certifications and/or credentials:

  • A minimum education level of High School Diploma

  • Minimum hard skill requirements (including computer and application proficiency):

  • Knowledge of SAP transactions relating to complaints and product information

  • Ability to be pro-active.

  • Must be familiar with Word, PowerPoint, and Excel

  • Must be able to work both independently and as part of a team.

  • Excellent verbal and written communication skills and interpersonal skills

  • Minimum soft skill requirements:

  • Ability to exercise discretion and confidentiality with sensitive patient/company information.

  • Ability to grasp concepts and be a quick study.

  • Ability to organize and focus on completion of tasks in a timely manner.

  • Ability to build Internal/External customer relationships.

  • Strong computer and organizational skills




Preferred years of relevant work experience:

  • 1-2 years of related Quality or Complaint handling experience


Preferred education, certifications and/or credentials:

  • Bachelor's degree and a minimum of 2 years of related experience


Preferred hard skill requirements:

  • Problem solving skills.

  • Knowledge of Quality Management Systems

  • Knowledge of SAP transactions

  • Knowledge of FDA and ISO Regulations, Complaint Handling Guidelines, GMPs, and/or familiarity with standard operating procedures


Preferred soft skill requirements:

  • Participate in internal or external audits.

  • KARL STORZ product knowledge


III. Essential Functions


  • Must be able to maintain productive working relationships, treat fellow employees with respect. Possess high ethical standards.

  • Has contact with: Director, Product Liability; International Complaint handling; Marketing and internal and external KS customers in North America.

  • Manages assigned complaints, conducts investigation, enters evaluation codes and closes complaints in a timely manner.

  • Apply company policies and procedures to resolve a variety of issues.

  • Develop knowledge on product specialties assigned.

  • Create trending reports.

  • Provide and assist with incoming complaint requests.

  • Exercises judgment within defined procedures and practices to determine appropriate action(s).

  • Interacts with other departments, as directed, to complete assigned tasks.

  • Tracking and preparing complaint specific information utilizing databases, spreadsheets, and other tools.

  • Under close supervision, reviews and participates in the quality assurance of complaint data or documents.

  • Investigational duties include the ability to locate technical information and utilize appropriate resources, e.g., Marketing, R&D, Tech Support, Manufacturer, Sales Force, FSTs, OES's, and customer, to properly investigate complaints.

  • Physical requirement/Demands: Ability to multitask efficiently, complete tasks on time, and handle deadlines under pressure.


Interpersonal and communication skills:

  • Builds productive internal/external working relationships.

  • Continuously contribute to process improvements

  • Works on problems of moderate scope




Your Benefits

  • Medical / Dental / Vision including a state-of-the-art wellness program and pet insurance, too!*
  • 3 weeks vacation, 11 holidays plus paid sick time*
  • Up to 8 weeks of 100% paid company parental leave**
  • 401(k) retirement savings plan providing a match of 60% of the employee’s first 6% contribution (up to IRS limits)
  • Section 125 Flexible Spending Accounts
  • Life, STD, LTD & LTC Insurance
  • We prepay your tuition up to $5,250 per year!  - Tuition pre-imbursement
  • Fitness reimbursement of up to $200 annually
  • Employee referral program of up to $2,000 per hire
  • And much more!

*Field sales, internships, and part-time employees are not eligible except where required by state law.
Non-employees, including temporary workers and consultants, are not eligible to participate in the KARL STORZ benefits program.
**To include, maternal/paternal leave, adoption, and fostering of a child.

KARL STORZ reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employees must comply will all applicable KARL STORZ policies and procedures.

KARL STORZ is committed to maintaining a safe work environment for our employees and customers. Most field-based roles at KARL STORZ require hospital credentialing/health screens as a condition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to ask how credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.

The pay range and/or hourly pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job posting and may be modified in the future. When determining a specific team member’s base salary and/or hourly pay rate, several factors will be considered including such things as location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and the amount budgeted for the role.

KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices, and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status, or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at

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Contact Details: 


Nearest Major Market: Los Angeles