Customer Support Specialist - Medical Device

Customer Support Specialist - Medical Device Job Locations US-OH-Cincinnati Company Meridian Bioscience, Inc. Department Sales of Openings 1 About Meridian Meridian Bioscience is a fully integrated life science company that develops, manufactures, markets and distributes a broad range of innovative diagnostic products. We are dedicated to developing and delivering better solutions that give answers with speed, accuracy and simplicity that are redefining the possibilities of life from discovery to diagnosis. We are looking for talented and passionate individuals that help drive our vision. Our innovative culture will allow interested candidates to discover and create, through collaboration, cutting edge solutions to tough problems. Job Summary The Technical Services Product Support Specialist will answer all product and instrument related technical questions from customers, the sales force, and domestic distributors. Perform necessary product testing and provide follow-up calls and information. Provide tracking and documentation of Customer Complaints and Inquiries. Key Duties KEY DUTIES: Responsible for answering product and instrument related technical questions Document information required for customer inquiries and complaints Perform testing of product and investigational specimens related to customer calls Ensure timely completion of all complaint documentation and follow-up Trace Complaints to determine trends in product and instrument related problems on a regular basis Follow-up with the customers via phone calls and in writing to ensure customer satisfaction Inform appropriate person - Sales Representative, Product Manager, etc. as needed of pertinent information relating to customer and/or product Contact customers regarding product recalls, field corrections and component replacements Send replacement components, products, and instruments to customers. Review Complaint and inquiry records Manage evaluation panel process and improvements Assist in product/process improvements as necessary Work with the Technical Support Director or Manager to evaluate process improvement ideas Relay information regarding product improvements gathered from customers and sales reps to Technical Services Director, Product Managers and other appropriate personnel as needed Collaborate with Research and development on validation needs for new products Evaluate new and existing products as necessary and provide feedback to Product Manager or other appropriate personnel as needed Perform product investigations and comparisons as needed Make recommendations for, and assist in, revising package inserts, product labels, promotional materials, and SOPs. Assist with Sales Representative training as necessary Write Standard Operating Procedures Other duties as assigned. Qualifications Education/Experience: Bachelor of Science degree in Medical Technology, Biology, Chemistry, or equivalent relevant experience 3-5 years Clinical Laboratory or diagnostic industry experience preferred Skills, Specialized Knowledge and Abilities: Must be able to use computers, calculators and lab equipment. Ability to read, understand and follow all company Standard Operating Procedures (SOPs) and guidelines. Must have strong problem solving, troubleshooting, and analyzing skills. Excellent interpersonal, organizational, written, and oral communication and teaching skills. Must be able to empathize with the customer, understand customer needs, act in an urgent manner to resolve customer issues and raise issues internally to the appropriate people in order to resolve customer issues. Must be detail-oriented, well organized, able to make decisions al

Created: 2024-10-19