Product Complaint Support Rep

Base pay range

50,000.00 / yr - 60,000.00 / yr

This position is customer facing and acts as the first point of contact for all quality related product defects for MedTech within Region North America. It supports the timely and accurate processing of customer complaints to meet regulatory obligations and customer needs.

Responsibilities

• Manage workflow for all quality related inquiries (internal and external).
• Evaluate initial complaints for investigation within the Global Complaint Management Workflow (gCMW).
• Capture commodity information in GCMW and ensure necessary documentation is captured prior to closure.
• Follow up with customers to collect required information as per SOPs / regulations.
• Coordinate sample retrieval, return tracking and follow-ups.
• Coordinate quality related product returns with Post-Market Quality Assurance and Customer Service.
• Evaluate and authorize customer credit when applicable.
• Provide timely responses to customers (written or verbal), including receipts, status updates and final evaluation letters.
• Attend product specific monthly Product Review Meetings and report updates to the MedTech Commercial Organization.
• Escalate customer and product specific complaints to the internal commercial team for proactive support.
• Process requests from commercial team for data, customer complaint details, credit reports, etc. and provide reports.
• Participate in customer meetings as needed.
• Escalate customer feedback regarding quality related processes.
• Collaborate with Post-Market Quality Assurance / Quality Engineers on trends, complaint investigation activities and process improvements.
• Assist Divisional Post-Market Quality Assurance Team and product line Quality Engineer in investigation of high-risk complaints.
• Ensure compliance with company documents and management systems per role responsibilities.

Requirements

Additional Information

We offer an excellent salary and benefits package including medical, dental and vision coverage, life insurance, disability, 401K with company contribution, and a wellness program.

Seniority level

Entry level

Employment type

Full-time

Job function

Customer Service and Quality Assurance

Industries

Medical Equipment Manufacturing

Fresenius Kabi is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, immigration status, disabilities, or protected veteran status.

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