Field Assurance Technician III

Summary Of Duties

• Answers incoming calls from customers and sales regarding product quality issues.
• Provides the necessary information to resolve complex customer concerns and problems.
• Interfaces with various departments such as Quality, Engineering, etc. regarding more complex product complaints, and manages complaints through the systems used by the FA department.
• Handles devices returned from customers and sales, records data, adjusts and operates equipment in a warehouse environment.
• Extracts engineering or other data from various reports; processes and presents the data.
• Delivers various products after disposition to appropriate locations with required documentation.
• Decontaminates, organizes and photographs returned products.
• Reviews nonconformance records; disposition, root cause, corrective and preventive action for closure requirements prior to closing.
• Communicates with Sales and customers to collect clinically relevant information pertaining to customer complaints and Merit product.
• Organizes and ships received product to other Merit manufacturing facilities.
• Performs work order closeouts, and other related quarantine tasks.
• Reviews procedures with focus toward creating, and completing ECN’s as needed to maintain compliance to company practices and other regulating agencies.
• Reviews various data sets to maintain document history when creating new quality files.
• Transacts day to day flow of various products through the database and the quarantine system.
• Supports the MDR process, and has good knowledge of MDR regulations.
• Plans or assists in assignments of a non-routine nature.
• Attends meetings to provide necessary input, and relays new or important information back to FA department staff.
• Makes high level decisions regarding appropriate content in FA documentation, and correspondence.
• Compares historic data and edits drafted reports prior to submitting the reports to management or regulating bodies.
• Receives and acts on technical advice from engineers or supervisor for complex problems.
• Performs other duties and tasks as required.

Essential Physical/Environmental Demands

• Lifting -- Not to exceed 50 lbs. – local practice may apply.
• Sitting
• Standing
• Bending
• Visual acuity
• Color perception
• Depth perception
• Reading
• Field of vision/peripheral

Summary Of Minimum Qualifications

• High School Diploma with seven years’ related experience, Associate’s degree with five years’ related experience, or a Bachelor’s degree, with three years’ related experience.
• Attention to accuracy and detail oriented.
• Excellent customer service and problem solving skills.
• Excellent analytical skills and the ability to solve moderately complex technical problems.
• Excellent organizational and interpersonal skills.
• Excellent written and verbal communication skills.
• Demonstrated computer skills preferably spreadsheets, word processing, database and other applicable software programs.
• Ability to work well as a team member.

Preferred Qualifications

• Customer service, Quality, Field Assurance experience.

COMPETENCIES

• Customer service
• Problem solving
• Computer skills
• Test specimen preparation/equipment adjustment and operation/test data recording and analyzing
• Engineering data report extraction/processing/presentation
• Document review and editing

Comments

• Infectious Control Risk Category I