Strategic Services Quality and Complaint Support Coordinator

Integrated DNA Technologies


IDT is the leading manufacturer of custom oligonucleotides and proprietary technologies for genomics applications. Our work is complex and cutting-edge, and our team members are curious, creative thinkers who understand that good data drives smart decisions. At IDT, we realize that although science may be uniform, people are unique. We promote a culture where engaged people are motivated and have opportunities to achieve their full potential, as part of one global team.

IDT is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives.

Location: Mobile (Partial On-Site/Work from Home Arrangement)

Must live in an area that does not exceed a 100-mile (150 km) radius of Coralville, IA.

Purpose statement:

The Quality and Complaint Support Coordinator coordinates with Strategic Services teams and Quality Assurance to effectively respond to and resolve strategic customer complaints and quality-related issues. They will also organize, maintain, and distribute information and controlled documents related to quality and process improvement within Strategic Services, including but not limited to compliance to and documentation of quality management standards, such as ISO 9001 and ISO 13485.  This role supports systems in these areas to optimize the efforts of the Strategic Services teams to provide top-level customer service to our clients.

Essential Functions:

  • Works with Strategic Services teams to effectively resolve Customer Complaints and quality-related issues, including but not limited to assisting with complaint entry, coordinating with Quality Assurance and other departments to assist with investigations, tracking and managing action items, and updating investigation documentation in the Quality Management System (QMS) as needed. 

  • Coordinates with Strategic Services Account Managers and Quality Assurance to provide complaint support to customers and interacts directly with customers as needed. Assists with business reviews, quality meetings, customer audits and complaint inquiries from customers.  

  • Participates in findings-related action item execution from internal audits or customer audit events, as needed.

  • Assists with tracking and trending of Strategic Services complaints, to ensure effective corrective actions are in place.

  • Maintains controlled documents (work instructions, SOPs, aides, etc.) for Strategic Services and routes document change requests through the QMS.

  • Works in partnership with Strategic Services teams to create and update controlled process documents; proofreads new documents for accuracy and assists with making necessary changes.

  • Coordinates and organizes customer Change Notification events in collaboration with Manufacturing, QA, and Strategic Services teams.  Record and report results using Salesforce and/or other systems to ensure thorough completion of the event.

  • Demonstrates behavior consistent with the Integrated DNA Technologies Core Values.

  • Performs other duties as assigned.


  • 2 year degree in QA, business, or science related field required, 4 year degree preferred.

Professional Experience:

  • 2 years IDT or equivalent experience preferred.

  • Can provide examples of previous written communication in a business setting.

Other Job Qualifications

  • Is methodical in planning, organizing, and informing.

  • Demonstrates a high level of administrative competence.

  • Performs with accuracy, thoroughness and effectiveness.

  • Possesses a strong knowledge of computer fundamentals, including Microsoft office applications.

  • Is skilled in written communication, writing with clarity, accuracy, and consistency.

Physical Requirements:

Exert up to 10 lbs. of force occasionally and/or up to a minimal amount frequently

Visual Acuity:

  • Work requires close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

  • Ability to read pertinent printed material and distinguish colors.

  • Ability to prepare and read written documentation; use of computer.

When you join us, you’ll also be joining Danaher’s global organization, where 68,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.

If you’ve ever wondered what’s within you, there’s no better time to find out.

Integrated DNA Technologies (IDT) conducts drug screens and background checks on applicants who accept employment offers.

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.

Job ID: 73626

Posted 7 days ago

Share This Job