Customer Advocacy-Clinical Specialist

Job Summary

Customer Advocacy-Clinical Specialist

About the Role

Manages clinical-related customer experiences for products and services, prioritizes business opportunities, and develops product/service solutions.

Responsibilities

• Manage clinical customer experiences for products and services.
• Prioritize business opportunities and product/service solutions.
• Coordinate review, investigation, and corrective actions associated with product complaints.
• Collect relevant information from users and make decisions about complaint determinations.
• Accurately enter complaints for disposable medical devices and capital equipment for domestic and international customers.
• Follow up with customers and sales representatives as needed.
• Arrange for the return of complaint samples and match returned samples with their corresponding complaint files.
• Perform preliminary evaluations on returned samples to verify they are correct according to the documented file.
• Review and approve investigations conducted by manufacturing sites or OEM suppliers.
• Follow up with investigators on aging investigations.
• Perform final reviews for the closure of non-reportable complaint files to ensure accuracy, completeness, and attention to detail.
• Train sales forces on new products or changes to existing products.
• Generate results letters to customers.
• Follow up with International Business Centers regarding overdue results letters, if applicable.

Requirements

• Typically a college/university graduate or equivalent experience.
• Bachelor's degree required.

Qualifications

• Ability to manage clinical customer experiences.
• Decision-making skills for complaint determinations.
• Knowledge of regulatory requirements and quality system regulations.

Skills

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Attention to detail.

Benefits

• Flexible schedule.
• Professional development opportunities.

Pay

Not specified

Schedule

1st Shift

Benefits

• Professional development opportunities.