Technical Support Expert

6 days ago


Minneapolis, Minnesota, United States Re:Sound Full time
Job Summary

We are seeking a highly skilled and detail-oriented Customer Solutions Specialist to join our team at ReSound. As a key member of our quality assurance team, you will be responsible for conducting thorough investigations of customer complaints and coordinating results with internal and external teams.

Key Responsibilities
  • Conduct in-depth investigations of customer complaints related to hardware, software, and system components.
  • Work closely with customer-facing teams to ensure accurate and complete complaint cases.
  • Evaluate and troubleshoot devices and accessories to determine root cause of complaints.
  • Manage new orders and maintain proper documentation and organization.
  • Provide timely and effective complaint responsiveness to customers.
  • Understand and follow regulatory requirements for complaint handling, including FDA regulations and ISO 13485.
  • Perform electro-acoustical analysis on device hardware and interpret test results.
  • Interface with manufacturing supervisors and leads to discuss process and product improvements.
  • Organize and arrange intercompany complaint shipments.
  • Review and monitor monthly customer feedback cases.
Requirements
  • Quality Systems knowledge (preferred)
  • Familiarity with ISO quality standards (ISO 13485 preferred)
  • Familiarity with FDA CFR 820
  • Proficient in Microsoft Office: Excel, Word, PowerPoint, 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
Preferred Qualifications
  • Bachelor's degree in a technical or health-related field
  • 1-2 years of experience 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


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