IF INTERESTED, please send your updated resume, contact info, and availability for a phone call to Chris at [email protected]

REMOTE OPPORTUNITY

This role will be is responsible for addressing customer calls and emails of a more complex nature, relating to product inquiries, opinions/suggestions and complaints concerning a wide range of the company's products and/or product families, using professional concepts, technical knowledge, and company's strategies, tactics, and policies and procedures formulated in association with management, with the objective of satisfactorily addressing the customer's inquiry or complaint.

RESPONSIBILITIES:

• Field customer calls and emails and apply troubleshooting skills to assist customers with appropriate responses to product inquiries, opinions/suggestions, and complaints, using strategies and tactics formulated by management.
• Document cases in complaint handling system, using guidelines to ensure comprehensive and quality documentation.
• Authorize return of product or submission of samples for investigation.
• Determine replacement of product as per guidelines.
• Track and manage open cases and follow up with customers in a timely manner.
• Multi-task effectively to handle multiple priorities on daily basis. Use time management skills to be productive and deliver positive, concrete results. Adapt to change readily.
• Interface with manufacturers' product support investigative teams, vendors and field service providers re: case investigations and on-site service calls, acting to ensure appropriate and timely responses.
• Interface with various internal groups (Quality Assurance, Regulatory Assurance, field personnel, marketing) concerning product and customer service issues.
• Identify and escalate cases with potential regulatory actions.
• Advise management of significant product issues and unresolved customer issues.
• Document customer letters, job aids and other technical information.
• Participate in training of others.
• Serve as resource for other specialists in addressing customer issues based on experience and knowledge.
• May be assigned to evaluate call documentation for certain product and/or product issue, based on knowledge and performance.
• Facilitate implementation of new and/or standardized processes and programs.
• Display initiative in performing responsibilities and accomplishing goals.
• Contribute to Technical Service's seven-day, 24-hour support by providing on-call, after-hours support according to Technical Service's "On-call Policy."
• Contribute to Technical Service's holiday coverage schedule.
• Apply working knowledge of diagnostics on product and technical level.
• Apply knowledge of federal and other regulations related to clinical testing, diagnostics and medical device industry, e.g. FDA, ISO, ISO 13485.
• Apply working knowledge of systems with software and hardware components in order to support products and services, as assigned.
• Exhibit professional and positive behavior with both internal/external business associates that reflects positively on the company and is consistent with the company's policies and practices.
• Exercise appropriate judgment in addressing issues and making recommendations.
• Interact with customers and peers. Demonstrate strong service orientation and focus, using skills in customer service methods and techniques. Communicate effectively, professionally and respectfully. Build productive working relationships internally and externally.
• Carries out duties in compliance with established business policies.
• Demonstrates commitment to the development, implementation and effectiveness of the Quality Management System per ISO, FDA, and other regulatory agencies.
• Responsible for exhibiting professional behavior with both internal/external business associates that reflects positively on the company and is consistent with the company's policies and practices.
• Understands and is aware of the quality consequences which may occur from the improper performance of their specific job. Has awareness of device defects that may occur in their area of responsibility, including product design, verification and validation, manufacturing and testing activities.
• Perform other duties & projects as assigned.

BASIC QUALIFICATIONS | EDUCATION:

• Required background check for Department of Defense remote access.
• BS/BA and/or 5 years of related IT/Quality/customer support experience

PREFERRED QUALIFICATIONS:

• With BS/BA, prefer five to eight years of related experience and with advanced degree, prefer two to five years related experience (customer support experience is highly desirable).
• Working knowledge of diagnostic industry on a clinical and technical level.
• Working knowledge of systems with software and hardware components.
• Good troubleshooting skills.
• Ability to work on issues of moderate scope where analysis of situations or data requires a review of a variety of factors.
• Exercises judgment using procedural guidelines and practices to determine appropriate actions and results.
• Strong service orientation and focus, experience in customer service methods and techniques.
• Excellent verbal and written communication skills, able to convey appropriate information with clarity and effectiveness.
• Demonstrated skills in carrying out responsibilities and goals with minimal direction in an accurate, dependable manner.
• Collaborate effectively, multi-task, deal with change, and deliver concrete and positive results.
• Excellent computer skills including MS Office

COMPETENCIES:

• Demonstrated excellent analytical, organizational and problem-solving abilities
• Proven ability to manage changing and competing priorities as they pertain to overall business objectives
• Demonstrated self-motivation, eagerness to grow professionally, and commitment to self-development
• Maintain confidentiality of company information at all times
• Demonstrated self-management/time management skills

IF INTERESTED, please send your updated resume, contact info, and availability for a phone call to Chris at [email protected]

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.