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Product Support Specialist
4 weeks ago
Overview Are you ready to support the nation's leading specialty distributor of healthcare products serving first responders, hospitals, and critical-care providers across the country? At Sarnova, our mission is to help those who serve first-and we proudly supply more than 100,000 innovative health and safety products to emergency care providers, advanced patient-care facilities, schools, universities, businesses, and federal agencies. The work we do helps save lives every day, and we need YOU to ensure that unsafe or defective medical devices and drugs never stand in the way of patient care. As a Product Support Specialist, you will play a crucial role in protecting patients and enhancing customer confidence by resolving product complaints and coordinating product recalls. You will be the front line of our product-safety efforts-responding to inquiries, documenting critical information, engaging manufacturers and FDA representatives, and ensuring that our complaint and recall procedures are executed accurately and efficiently. Your work ensures that clinicians always have safe, reliable products in their hands when seconds matter most. Office schedule: M-Th Office based, Friday remote Sarnova is the leading national specialty distributor of health care products in Emergency Medical Services (EMS) and Respiratory Markets and is the industry leader in Revenue Cycle Management within Emergency Medical Services (EMS). The company operates through several market-leading companies including Tri-anim Health Services, the largest specialty distributor of respiratory products, Bound Tree Medical, the largest supplier of EMS products, EMP and Cardio Partners, a full Sudden Cardiac Arrest Solution provider, and Digitech, the leader in EMS revenue cycle management. ResponsibilitiesSummary: Are you ready to support the nation's leading specialty distributor of healthcare products serving first responders, hospitals, and critical-care providers across the country? At Sarnova, our mission is to help those who serve first-and we proudly supply more than 100,000 innovative health and safety products to emergency care providers, advanced patient-care facilities, schools, universities, businesses, and federal agencies. The work we do helps save lives every day, and we need YOU to ensure that unsafe or defective medical devices and drugs never stand in the way of patient care. As a Product Support Specialist, you will play a crucial role in protecting patients and enhancing customer confidence by resolving product complaints and coordinating product recalls. You will be the front line of our product-safety efforts-responding to inquiries, documenting critical information, engaging manufacturers and FDA representatives, and ensuring that our complaint and recall procedures are executed accurately and efficiently. Your work ensures that clinicians always have safe, reliable products in their hands when seconds matter most. What You'll Do: Receive, track, and process medical device and drug product complaints from start to finish. Identify and execute FDA product recalls that affect items in our portfolio. Communicate essential complaint details to manufacturers and support their investigations. Detect emerging complaint trends and escalate insights to Product Management to strengthen patient safety and customer experience. Collaborate across functional teams-including Customer Care, Warehouse Operations, Sales, and Product Management-to address questions, resolve issues, and deliver a consistent, high-quality customer experience. This job may be for you if: A natural problem-solver who digs deep to find answers and thrives on tough challenges. A calm, patient, and steady presence-especially under pressure. Detail-oriented, thorough, and committed to getting it right the first time. Creative and open-minded-you question outdated processes and propose better ways of working. Quick-thinking and adaptable, able to learn rapidly and pivot when priorities shift. An excellent communicator who can explain complex issues clearly in writing, on camera, or over the phone. Self-motivated and proactive, always willing to raise your hand for new challenges. What you need: Bachelor's degree Three to five years of related work experience in the medical device or pharmaceutical industry preferred Recent college graduates who are a self-motivated and eager to learn will be considered Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients' lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.
