Select how often (in days) to receive an alert:

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Complaint Management Specialist – 12 Month Contract

Sonova is seeking a Complaint Management Specialist to support complaint handling, complaint analysis, and quality-related investigation activities. This role is responsible for processing complaints in a timely manner, supporting complaint investigations, gathering data for nonconformance investigations, and ensuring complaint files are reviewed and closed in accordance with established processes and applicable regulations.

Responsibilities:

Record and evaluate complaint submissions

Support complaint investigations and prepare complaint risk assessments when required





Conduct complaint analysis and gather data to support investigations of nonconformances

Collaborate with cross-functional teams, including Customer Service, Regulatory Affairs, Quality Assurance, Medical Affairs, Manufacturing, and R&D;

Communicate with health care providers, HCP staff, and/or patients to obtain relevant complaint information

Coordinate with other departments to provide complaint data reports as needed

Receive returned goods and send them to engineering for analysis when needed

Review and close complaint files while ensuring timely complaint processing

More about you:

Bachelor’s degree in engineering, audiology, quality, regulatory, compliance, or a related discipline required

0–3 years of experience in the medical device industry or quality

Knowledge of ISO 13485, EU MDR, QSR 21 CFR 820, MDSAP, or related quality/regulatory standards preferred

Strong problem-solving skills with a focus on root cause analysis and problem prevention

Understanding of DMAIC investigation tools and descriptive statistics preferred

Prior experience as a complaint specialist in the medical device industry is a plus

Robust organization, communication, presentation, and prioritization skills

Ability to work with cross-functional teams and manage multiple activities, projects, and priorities

Proficient user of MS Office, including Excel, Word, and PowerPoint





Experience with Quality Management System software, Minitab, and SAP R/3 or S/4 preferred

Travel:
5% travel may be required

What we offer:

Exciting and challenging work environment

Collaborative culture

Opportunities for continuous self-improvement

Opportunities for flexible hybrid model work environment

A company that values diversity and inclusion

Rich benefits plan including wellness benefit, paramedical (massage therapist, naturopath, etc.) and competitive compensation including variable component and employer match on pension contributions

Mentorship program and career development plans

This role's pay rate is: $48,000 - $60,000 CAD annually. This role is incentive eligible.

Sonova Canada is now a certified Great Place to Work® May 2024- May 2025.

How we work:
At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

Sonova is an equal opportunity employer.
We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

#J-18808-Ljbffr

📌 Complaint Handling Specialist (Ontario)
🏢 Sonova Group
📍 Ontario