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Product Support Associate - Valencia, CA

Valencia, CA

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Description

POSITION SUMMARY: The Product Support Associate serves as an in-house resource to provide technical support and limited clinical support for the full spectrum of products. The associate will interact with various customer types and healthcare professionals in domestic and international markets, providing excellent customer service and resolving cases expeditiously. Essential to this role are bedside manner and the skillful application of product, clinical, and device compliance knowledge. The associate functions within the designated unit responsible for complaint handling according to FDA and ISO regulations. Accordingly, documentation activities will parallel those of service and support, and the associate may work with other departments to help bring investigations to closure. Collaboration can include team members from Sales, Marketing, Quality, R&D, Regulatory, IT and Operations. Similar resourcefulness is applied to supporting management regarding complaints dispositioned to CAPA or medical device reporting. SPECIFIC DUTIES AND RESPONSIBILITIES: • Covers an 8-hour shift during normal business hours. • Receives and handles inbound calls and emails in a call-center environment to address technical and limited clinical support cases. • Works closely with field sales personnel and clinicians/physicians to ensure end user support needs are fulfilled in accordance with business and compliance requirements, documenting corrections as appropriate. • Cultivates and maintains customer relationships with an effective bedside manner. • Fulfills customer orders in accordance with warranty and sales guidelines. • Independently manages customer escalations with minimal intervention by management. • Operates within authority to take initiative and creatively manage cases from start to finish. • Documents and handles complaints throughout the resolution process, assisting Regulatory and Quality with reporting responsibilities

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