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Complaint Coordinator in Ames, Iowa at Hach

Date Posted: 6/6/2019

Job Snapshot

Job Description

Job ID: HAC006700

About Us

Hach is a world leader in the manufacture and distribution of analytical instruments, test kits and reagents for testing the quality of water, aqueous solutions and air. Our products are designed specifically for quality, accuracy, and simplicity. Strengthened by our sister companies in the environmental industry worldwide, our goal for the future is to continue to provide customers with reliable instrumentation, accurately prepared reagents, proven methods, simplified procedures and outstanding technical support. We offer an environment that is team-centered, customer-driven, quality-focused, and growth-oriented. Working at Hach will provide you the opportunity for robust career development.

OUR MISSION: Ensuring water quality for people around the world.
OUR VISION: We make water analysis better – faster, simpler, greener and more informative – via unsurpassed customer partnerships, the most knowledgeable experts, and reliable, easy-to-use solutions.


Danaher`s Water Quality Business is a global leader in water quality analysis and treatment, providing instrumentation and disinfection systems to help analyze and manage the quality of ultra-pure water, portable water, wastewater, groundwater and ocean water in residential, commercial, industrial, and natural resource applications. Our water quality business provides products under a variety of brands, including HACH, ChemTreat, and Trojan Technologies.


The primary role of this position will be responsible for collecting and analyzing customer complaint data to provide trending information for further corrective actions and MDR reporting in accordance with FDA regulations. This position will be responsible for running daily complaint reports and presenting to the quality team for further actions, as well as the closure of all complaints between the US, EU and ROW. 

  • Determine MDR reportability of complaints and complete FDA notifications, as required.
  • Prepare, review and analyze customer complaint data to determine root cause drivers.
  • Prepare customer complaint data trending and present to cross-functional audiences, including R&D, Operations, Business Unit, and Engineering personnel.
  • Support root cause analysis investigations with engineering/R&D, Operations and Analytical Services via CAPA process.
  • Ensure complaint investigations are thorough and complete while closing complaints.
  • Monitor and improve tracking/control systems for complaint handling and MDR reporting using Microsoft Excel or other software applications.
  • Support Field Corrective Action responses via data compilation & customer follow-up.
  • Interface with customers as required in order to gather complaint information. 
  • Completion of the above duties and responsibilities will potentially include the use of Gage R&R Studies, Design of Experiments, Failure Mode and Effects Analysis, Statistical Process Control, the determination of Operating Characteristics for Sampling Plans, and general statistical analysis of data.
  • Prepares and conducts training sessions and presentations as required to complete the above duties and responsibilities.
  • Maintains a professional working relationship with internal and external customers and support staff.
Other Non-Essential Functions: 
  • Other duties as assigned. 

Job Requirements


  • Bachelors (or higher) degree in a technical discipline preferred (Physical Sciences or Engineering). 
  • 3 or more years experience in Quality/Regulatory Affairs role in an FDA-regulated environment.
  • Formal training in quality planning, tools and analysis.
  • QMS experience with ISO9001 or ISO13485 or FDA21CFR820 

In depth knowledge of quality principles and technical tools (problem analysis, statistical tools, control charts and other quality methodologies. 
Experience with medical device manufacturing, the Toyota production business model, CAPA systems and MDR reporting strongly desired.
Working knowledge of various manufacturing processes preferred.
Computer skills (word processing, spreadsheets, graphics, statistical tools). 
Demonstrated ability to be able to set and attain goals and initiate action to resolve problems and improve products and processes. 
Demonstrated ability to provide concise executive summaries of quality issues, changes needed or made, results delivered. 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to reach with hands and arms. The employee is constantly required to sit. The employee may occasionally squat, turn/twist, or reach. The employee is constantly using hands to: finger, handle, feel or operate objects, and computer keyboards. The employee is occasionally required to walk, stand, climb, balance, stoop, bend, kneel, crouch or crawl, and talk, hear, and smell.

The employee must occasionally lift, carry, push or pull up to 20 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment consists of an indoor, work or home office environment with good ventilation, adequate lighting, and low noise levels.

The duties listed in job descriptions are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. 


External hiring into this position is contingent upon the successful completion of a pre-employment drug screen and background check and possible credit history review.

Hach is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.