The Ethicon Surgical Care business a member of Johnson & Johnson's Family of Companies, is currently recruiting for a Product Complaint Management Liaison, located in Cincinnati, OH.
The Ethicon Surgical Care business offers a broad range of products, platforms and technologies-including sutures, surgical staplers, clip appliers, trocars and synthetic mesh devices-that are used in a wide variety of minimally invasive and open surgical procedures. Specialties include support for treatment of colorectal and thoracic conditions, women's health conditions, hernias, cancer and obesity. The Ethicon Surgical Care business combines products and services of two market leading legacy companies, both with long histories of medical innovation. Ethicon, Inc. based in Somerville, New Jersey, was founded more than 80 years ago as a pioneer in suture development and manufacturing, helping to transform the safety and electiveness of open surgery. Ethicon Endo-Surgery, Inc. was created 20 years ago in Cincinnati, Ohio, developing innovative devices that have driven the revolutionary shift from open to minimally invasive surgery that continues to lead the industry today.
The Product Quality Systems Complaint Liaison is responsible for receiving product complaints submitted through the toll-free lines or through other appropriate communications and processing complaints in accordance with internal and external complaint handling procedures while demonstrating world-class customer support and maintaining knowledge of EES products and services. Collection and reporting of metrics related to call handling, performance, and Process Excellence. Assessing and reporting complaint data on internally and externally manufactured products, which are disposable. The Complaint Liaisons responsibilities logged in and available/ready for calls at start of shift. Receive complaint from all possible sources: directly from the customer via telephone call or submission of a completed User Facility MedWatch Form, an EES Sales Rep via telephone call, or submission by fax, e-mail or mail of a completed Complaint Form. From an Affiliated International Contact (AIC) via telephone call, or submission by fax, e-mail of a completed Complaint Form. From International Service Centers via e-mail of service center reports.
Will question customers, Sales Reps, and others to capture accurate product and event information. Accurately inputs product complaint information into database. Review complaint data and determine if product needs to be returned for analysis. Review complaint data and determine MDR reportability. Provide appropriate customer correspondence as needed. Provide information to CAPA representative that is pertinent to CAPA Council's needs. Escalate critical/urgent issues to appropriate individuals as needed. Maintain business relationships with sales reps, affiliates, external manufacturers and analysis sites. Provide basic customer service with accurate information in a courteous and timely manner. Ensure confidentiality of patient and customer information, as well as EES and J&J confidential and proprietary information, during all customer interactions. Handle customer interaction in an appropriate and professional manner to drive customer satisfaction. Manage customer account information, including contact updates, warranty, repair, and other service requests. Coordinate document retention and archives of complaint files. Maintain personal training documents in appropriate database or hard copy files. Prepare appropriate and timely reports as needed. Act as new hire partner. Support the implementation of Process Excellence projects. Perform all duties and responsibilities in accordance with any professional requirements (e.g. FDA and ISO Regulations) as well as those found in applicable policies and procedures. Plan and coordinate training for new/existing associates within knowledge base.
This role will require a minimum of a Bachelor's degree in a medical, technical or business discipline or a minimum of 4+ years experience in a related field. A minimum of 1+ year experience required in complaint handling or a customer service/call center environment. Product inquiries, nursing, or other related fields an asset. Experience in an FDA regulated environment are an asset. Knowledge of medical terminology is required. Knowledge of surgical devices is an asset. Knowledge of Medical Device Reporting an asset. Microsoft Office (Word, Excel, Powerpoint) required. Strong communication skills will be required on a daily basis. Knowledge of applicable Quality, FDA and ISO requirements are an asset. Custom Applications knowledge (SIEBEL, etc.) is an asset. Electronic document management, archive and retrieval systems knowledge is an asset.
If you want to explore the many small-company environments behind the big-company impact of the Johnson & Johnson Family of Companies, bid on this position today!
North America-United States-Ohio-Cincinnati
Ethicon Endo Surgery Inc (6041)
Customer Technical Service
Johnson & Johnson Family of Companies
- 3 years ago - save job
Ethicon Endo-Surgery, Inc. develops and markets advanced medical devices for minimally invasive and open surgical procedures. The company...