Product Technical Complaint Junior Associate

About the role

The Technical Complaint Handling Junior Associate supports the Global Business Services (GBS) Technical Complaint Handling Department in processing product technical complaints. Working under guidance from senior experts, the role ensures compliance with GMP documentation, meets daily timelines, and contributes to KPI reporting.

Key responsibilities

• Assign initial risk classification for each complaint and identify escalation needs.
• Apply country‑specific and product‑specific requirements during case processing.
• Support sample handling, reimbursement processes, and creation of correspondence letters.
• Maintain communication with internal call centers, manufacturing sites, country quality units, and external complainants.
• Assist in transition activities such as training and validation for new countries.
• Prepare standardized KPI reports and ensure proper documentation, archiving, and record‑keeping in line with GMP SOPs.
• Escalate any deviations or SLA risks to senior staff.

Required profile

• Bachelor’s degree (field of study related to life sciences or quality is desirable).
• Approximately 1 year of experience in a medical/pharmaceutical environment with GMP exposure.
• Intermediate English (B2) required; Portuguese is a plus.
• Strong customer focus, stakeholder management, and ability to lead international teleconferences.
• Proficient computer literacy and ability to use standard office applications.

Required skills

• GMP knowledge
• Risk classification
• KPI reporting
• Sample handling
• Microsoft Office

What we offer

• Opportunity to work in a global, diverse environment.
• Professional development within a leading pharmaceutical company.
• Inclusive culture that values equity and diversity.