Complaints Specialist, Quality

Job Description

West Point Quality Operations is seeking a highly motivated individual to provide complaint investigation support for vaccine manufacturing. The primary focus of the role is customer complaint investigation. The role may also include process improvements, batch data analysis, and support for regulatory inspections. Specific assignments may be focused in one operational area or span multiple areas.

The individual in this position will be responsible for the following (not all inclusive):

• Performing investigations and second person review for customer complaints aimed to prevent recurrence, including determining the root cause, identifying

• Corrective/Preventative actions (CAPAs), identifying event scope, and conducting product impact assessment. Where applicable, complete investigational test protocols to

• determine root cause, product impact, event scope, etc.

• Authoring notifications to applicable Health Authorities, in response to complaints, as required.

• Supporting the customer complaint work-in-progress at tier meetings/huddle, including

• assigning of workload and managing all relevant complaints trackers

• Complaints Governance meeting, Complaints Community of Practice (COP), and Health

• Authority Assessment meeting to evaluate complaints, facilitate the discussions to align with Technology and Quality approvers / representatives and site leadership.

• Collaboration across IPT functional areas to drive robust processing and continuous improvement. Continuous improvement may include proactive process improvements and investigation CAPAs.

• Retention sample and batch record evaluation as applicable.

• Drafting/review/support of Biological Product Deviation Reports (BPDR) and Adverse Event Quality Inspection Reports (AEQIRs).

• Supporting team and site safety, environmental, and compliance objectives.

• Actively using and championing the use of our Company Production System tools, both in problem solving and day-to-day complaint activities

Required Education:

• Bachelor’s degree*. Degree in Life Sciences, Science discipline, or Engineering field (preferred); candidates with degrees in other fields will be considered if accompanied by significant relevant experience.

• * In lieu of Bachelor’s degree as described above, equivalent direct experience of minimum 4 years of work experience in GMP Manufacturing or Laboratory environment or regulatory function.

Required Experience:

• Minimum 1 year of relevant post-degree work experience in GMP Manufacturing or Laboratory environment, Pharmaceutical/Biological Quality, Operations, Technical, or Regulatory function supporting manufacturing or Laboratory Operations, or related industry experience.

Preferred Experience and Skills:

• Customer Complaint investigator or previous complaints support

• Prior Deviation Management investigator

• Experience in biologics, vaccine, or bulk sterile manufacturing facilities.

Required Skills:

Adaptability, Adaptability, Aseptic Manufacturing, CAPA Management, cGMP Compliance, Competency Management, Customer Complaint Management, Customer Complaint Resolution, Data Analysis, Decision Making, Documentation Review, Environmental Stewardship, Equipment Troubleshooting, FDA Regulations, Interpersonal Relationships, Laboratory Operations, Laboratory Quality Control, Operational Quality, Process Improvements, Progress Monitoring, Project Management, Quality Inspections, Quality Operations, Quality Reporting, Records Review {+ 8 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.  As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

EEOC GINA Supplement​

We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts

The salary range for this role is

$87,300.00 - $137,400.00

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.

The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits.  Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.

You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.

San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

Employee Status:

Regular

Relocation:

No relocation

VISA Sponsorship:

No

Travel Requirements:

No Travel Required

Flexible Work Arrangements:

Not Applicable

Shift:

1st - Day

Valid Driving License:

No

Hazardous Material(s):

NA

Job Posting End Date:

09/9/2026

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.