Poruct Support Specialist (Safety & Recall Operations)

We are looking for a dedicated and detail-oriented Product Support Specialist to support our client, with a primary focus on managing safety-related escalations involving their devices. This position plays a key role in driving process improvements, supporting internal stakeholders, and ensuring their customers receive timely and effective support.

Key Responsibilities:

• Act as a liaison for safety-related customer escalations, working closely with Subject Matter Experts (SMEs) in Safety Operations to ensure accurate resolution.
• Monitor and manage the escalation queue, coordinating with Tier 3 agents and internal team members to provide timely feedback on resolution actions.
• Contribute to updates of knowledge base articles and internal training materials to enhance agent readiness.
• Participate in user testing for system and process updates related to safety.
• Generate reports on customer safety support metrics to support monthly safety trend reviews.
• Assist with case analysis and deep-dive investigations to support the Safety Operations team.

Requirements:

• Bachelor’s degree or equivalent hands-on experience.
• At least 3 years of experience in customer support, medical devices, or biotechnology industries.
• Minimum 3 years of experience in hardware-related operations.
• Proficiency in both English and Japanese, to effectively communicate with stakeholders across different regions including Japan.

Preferred Skills and Experience:

• Experience working with internal or external auditors and/or regulatory authorities.
• Familiarity with data types such as personal and sensitive information (e.g. PII, SPII, MBD).
• Understanding of risk assessment processes, compliance frameworks, and security tools.
• Ability to collaborate effectively with cross-functional teams across various locations.
• Strong analytical thinking and problem-solving skills, especially in complex environments.
• Excellent communication, time management, and organizational abilities.
• Insight into the APAC technology landscape is a plus.

To Apply:

Interested candidates who wish to apply for the advertised position, please click on “Apply Now” and "ATTN: JOSL"

Alternatively, you may email us an updated copy of your resume.

We regret that only shortlisted candidates will be notified.

Email Address: joseph.low@theoptimum.net

Optimum Solutions Pte. Ltd. | 1 Changi Business Park Crescent, #03-09 Plaza 8@CBP, Singapore 486025

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