Complaint Device Investigation Engineer I

Driven by the passion to improve quality of people’s lives, WSA continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.

Join our team as a Complaint Device Investigation Engineer I, where you will play a key role in investigating customer-reported product issues, identifying root causes, and driving effective resolutions. You’ll work closely with cross-functional teams across Engineering, R&D, Quality, and Complaint Handling to investigate product failures and contribute to continuous improvement in a regulated medical device environment.

What you will do

• Conduct first-level complaint device investigations, including device history reviews, returned product evaluations, testing, and failure analysis to determine potential root causes
• Develop and execute investigation strategies, including troubleshooting, testing, inspection, and evaluation of complaint-related products and complex part failures
• Document investigation activities and findings accurately, compile complaint data, and communicate results to Complaint Handling, SMEs, Engineering, R&D, and other stakeholders
• Maintain and improve failure analysis test methods, tools, fixtures, and equipment, recommending enhancements to improve investigation effectiveness and reliability
• Develop and maintain training materials, procedures, and documentation supporting complaint device investigation processes and participate in continuous improvement initiatives
• Support quality and regulatory activities, including internal and external audits, regulatory inspections, management reviews, and assigned projects related to complaint and incident management.
  
  

What you bring

• Bachelor’s degree in Engineering, Science, or a related technical field, with at least 2 years of relevant experience in failure analysis, medical devices, engineering, quality, manufacturing, or complaint investigation
• Hands-on experience with troubleshooting and failure analysis techniques; experience using electronic bench-test equipment such as oscilloscopes, pulse/signal generators, power supplies, or DC source/measure equipment is an advantage
• Knowledge of complaint handling processes and applicable quality/regulatory standards, including FDA requirements, ISO 13485, CFR, and GMP; experience in the hearing aid or audiology industry is an advantage
• Strong analytical, problem-solving, and root cause analysis skills, with the ability to develop investigation strategies and translate technical findings into clear conclusions and recommendations
• Excellent written and verbal English communication skills, with the ability to prepare and present clear investigation reports and collaborate effectively with cross-functional teams
• Strong organizational, leadership, and time-management skills, with the ability to manage multiple priorities and milestones independently; proficiency in Microsoft Office, including Excel/Macro, PowerPoint, Word, and Power BI is preferred.
  
  

Who we are

At WSA, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful? We can't wait to hear from you.

WSA is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.

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