Product Support Specialist Sr. II

Duties

• Provide direct support to internal and external customers on the business's portfolio of products.
• Respond to simple and intermediate customer inquiries via multimedia channels.
• Analyze complaints, diagnose probable causes, systematically eliminate alternatives, and provide troubleshooting solutions.
• Educate as appropriate and follow up as necessary.
• Implement and maintain the effectiveness of the Quality System.
• Document complaints in accordance with Quality standards.
• Recognize and communicate trends in product issues and their impact on customers.
• Support phones calls from customers using medical device products (about 20% email communication).

Qualifications

• Experience: 3 - 5 years of experience, preferably in an FDA regulated environment.
• Skills: Ability to assimilate complicated technical information, independent decision-making skills, problem-solving and troubleshooting skills, clear and concise communication, ability to work independently and in groups, aptitude to use various types of databases and other computer software.
• Education: Bachelor's degree or equivalent experience, preferably in the sciences or a medically-related area (such as Biology, Nursing or similar).