Job Description Summary

The Service Quality Specialist in U.S. Technical Services & Support is a key member of the Service Organization and reports to the Molecular Quality Support Manager. The role is dedicated to Customer Satisfaction through focused system and product investigations, proactive identification of customer trends, and proper escalation of technical and customer issues. The role also focuses on the Service team complaint documentation for clarity and compliance.

Job Description

Compliance

• Complies with departmental procedures and policies and appropriate Quality policies and HIPAA policies
• Recognizes GMP and ISO requirements and are able to ensure we are in compliance
• Review field Workorders, case and complaints according to established procedures to ensure FDA compliance
• Create Decision Trees for complaint cases in order to meet regulatory requirements
• Create and report on key metrics regarding complaint closure and customer satisfaction
• Coach and educate Service personnel on their system documentation with relation to provide continuous improvement and ensure that other functions have all required information
• Understand all systems in use by Service

  Technical Information

• Participate in review, revision and creation of Technical Service and Contact Center wide Standard Operating Procedures as needed
• Contribute to the implementation of best practices for troubleshooting and customer facing activities
• Responsible for problem solving and escalated complaint management
• Arranges conference calls and site visits for critical customers
• Assists and/or consults in the development of systems, procedures, and reports to improve all aspects of Service Documentation

  Customer Satisfaction

• Ensure escalation and visibility of customer issues and follow them to appropriate completion
• Coordinates  with cross functional teams, Service Leadership and others to drive for customer satisfaction of complaint issues
• Monitors assigned product and service issues, advocating improvement and development on behalf of customer base
• Encourages, coordinates and participates in cross-communications between Marketing, Field Sales, R&D, Manufacturing,

  Quality, Service

• Drive customer satisfaction with all of our products through complaint focus team activities
• Facilitate and drive for customer communication and escalation of issues within Technical Service and Support
• Collaborate with all areas of Service to improve any critical customer’s situation and coach on what actions are needed by any specific service function
• Mentors others to create outcomes that are customer centric
• Understands Key Business Objectives as well as individual goals as assigned
• Able to customize complaint information for the customer’s needs

  Minimum Qualifications:

  Knowledge and Skills

• Demonstrated leadership, motivational and organizational skills with a proven track record of accomplishments in cross-functional projects/teams/programs
• Demonstrated effective interpersonal skills; including effective internal and external communications and crisis/conflict resolution skills
• Demonstrated effective knowledge and use of various computer systems
• Strong working knowledge of Departmental and Company policies and procedures as well as Quality Systems Regulations
• Consistent professionalism in customer, cross-team/functional interactions with high concern for customer needs and expectations
• Willing and able to travel (less than 10%).
• Will require evening/weekend work as needed.
• ISO 9000 experience is preferred.

  Education and Experience

• BS in Medical technology, Biological Sciences or Engineering required
• Experience  in facilitating teams and projects (1 year minimum)
• Relevant laboratory experience (2 years minimum)
• Experience in a contact center or customer centric environment (1 year minimum)
• Must have the ability to multi-task and be adaptable to changing business environment(s).
• Proficient PC skills (Microsoft Office package).
• Must have effective communication and customer service skills including technical writing and the ability to manage complex technical conversations via telephone.
• Effective planning and organizational skills

Primary Work Location

USA MD - Baltimore

Additional Locations

Work Shift

NA (United States of America)