What are the responsibilities and job description for the Customer Support Specialist – Product Surveillance position at Jobility?
The Product Surveillance Specialist IV performs day-to-day tasks and provides technical data assessment of post-market events. This position plays an integral role in maintaining compliance with global regulations. The Product Surveillance Specialist IV works with moderate supervision and requires a high degree of interaction with customers, health care professionals, and Global employees at all levels within the organization.
Responsibilities
- Field inquiries received by phone, electronic or verbal correspondence and determine if it qualifies as a complaint; document reported issues according to applicable SOP(s).
- Provide technical support and remote troubleshooting guidance as needed.
- Review associated records, and contact users and customers to collect information on the treatment, product performance, functionality, etc.
- Conduct periodic follow-up to close complaints in a timely manner.
- Manage customer relationship and expectations during the course of the complaint investigation.
- Complete investigations, which may include execution or coordination of product returns and subsequent evaluations, review of manufacturing records and ensuring proper approvals are obtained as part of closure.
- Develop solutions to a variety of basic problems.
- Support statistical analysis of complaint trends.
- Support training program by completing assigned training in a timely manner.
Required Skills
- High School Diploma with 3 years of experience, or Associate's Degree with 1 year of experience.
- Organized with attention to detail.
- Able to prioritize and manage multiple records/reports simultaneously.
- Professional phone etiquette with the ability to appropriately handle sensitive information.
- Good communication skills including written and verbal.
- Ability to work with company staff and communicate effectively throughout the organization.
- Experience with Microsoft Office Suite.
Preferred Skills
- Customer Service Experience.
- Medical or Surgical Office Experience.
- Familiar with ISO 13485 Quality System Standards, FDA Quality System Regulations, GMPs, and/or other international medical device regulations.
- Basic medical and/or scientific terminology.
Job Types: Full-time, Contract
Pay: Up to $20.00 per hour
Expected hours: 40 per week
Education:
- High school or equivalent (Required)
Experience:
- Product Surveillance: 3 years (Preferred)
- technical data assessment: 3 years (Required)
- Review associated records and contracts: 3 years (Required)
- Manage customer relationship: 3 years (Required)
- customer complaint investigation: 3 years (Required)
- manage multiple records/reports: 3 years (Required)
- Microsoft Office Suite: 2 years (Required)
- Customer Service: 3 years (Required)
- Professional phone etiquette: 3 years (Required)
- Medical or Surgical Office: 2 years (Preferred)
- FDA Quality System Regulations: 2 years (Preferred)
- Basic medical and/or scientific terminology: 2 years (Preferred)
Ability to Commute:
- Sturtevant, WI 53177 (Required)
Work Location: In person
Salary : $20
