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Associate Customer Solutions Specialist

3 months ago

Bloomington, United States GN Group Full time

Associate Customer Solutions Specialist (Onsite) Position Overview The Associate Customer Solutions Specialist role encompasses two main components: Responsible for conducting investigations of devices with alleged deficiencies reported through customer complaints in Salesforce. Responsible for coordinating investigation results to internal and external teams. Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) Work with customer facing teams to ensure complaint cases are complete with accurate information to conduct an in-depth investigation. Conduct complaint investigations related to hardware, software, and system components and provide structured insight to drive product and customer quality improvements. Evaluate and troubleshoot devices/accessories to determine root cause of complaints and work with Operations to resolve. Manage new orders received in Product Quality by maintaining proper documentation and organization. Fulfill customer expectations through complaint responsiveness in a timely manner and provide feedback to the customer when requested. Understand and follow requirements (FDA Regulations, ISO 13485, etc.) for complaint handling. Perform electro-acoustical analysis on device hardware and interpret test results. Interface with manufacturing supervisors and leads to discuss process and product improvements. Organize, plan, and arrange intercompany complaint shipments (e.g., to headquarters). Review and monitor monthly customer feedback cases. Maintain customer centricity and a quality mindset in all tasks. Competencies (Knowledge and Skills needed for this position.) Quality Systems knowledge (preferred) Familiarity with ISO quality standards, (ISO 13485 preferred) Familiarity with FDA CFR 820 Proficient in Microsoft Office: Excel, Word and Power Point, Outlook, Teams Proficient in Salesforce (preferred). Strong oral and written communication skills and interpersonal skills necessary to interact with cross functional teams. Capable of working independently. Excellent organizational skills for document maintenance and storage. Excellent internal and external communication skills. Desired Qualifications Preferred Education: Bachelor’s degree in a technical or health related field. Preferred Experience: 1-2 years in complaint management/investigations or technical support in med-tech or hi-tech consumer technology industries. Experience or interest in hearing instruments, accessories, programming, and fitting software. Clinical experience is considered a plus. Working Environment: Manufacturing facility and office environment. Physical Demands: Sitting, standing, lifting, bending, reaching, no more than 20 lbs. Position Type and Expected Hours of Work: Full-time position + Monday-Friday. About Us At ReSound, people with hearing loss are at the heart of what we do. In an ever-smarter world, we think big and challenge the norm so that we can transform lives through the power of sound. What We Offer As a leading medical device manufacturer, we value our employees and offer competitive wages and benefits including: Generous Benefits including PTO and Paid Holidays 401k with Company match Paid Parental Leave & Transition Back to Work Benefits Company HSA Contributions Free Hearing Aids for Family Members Equal Opportunity Employer GN Hearing is an equal opportunity/affirmative action employer committed to cultural diversity in the workplace. E-Verify GN Hearing / ReSound participates in E-Verify. Disability Accommodation If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail bloomington-humanresources@gnresound.com. #J-18808-Ljbffr