U.S. Customer Support Specialist

Location
Germantown, Maryland
Salary
$50,000 - $60,000
Posted
Oct 10, 2018
Closes
Nov 14, 2018
Ref
AD219212
Function
Customer Service, IT
Hours
Full Time

Job Summary/Company:

Sparks Group has partnered with an innovative medical company in Montgomery County looking for Customer Support Specialists to support their brand-new team! Experience supporting customer calls within the medical industry, medical devices or medical procedures is preferred. Please call 301-926-7800 to learn more about this opportunity! 

Responsibilities:

  • Provides expert level support for the product system; sensor, application, transmitter and DMS.
  • Ensures a very positive customer experience for users of the product system; facilitates resolution of issues and concerns in a timely and courteous manner; interfaces with teams inside the company (including commercial, manufacturing, quality and clinical teams) and outside the company (distributors, logistical partners).
  • Coverage for the product customer support contacts received via email, phone, web (inbound and outbound) and other digital platforms as required.
  • Documentation of all contacts in ERP database and other systems
  • Oversees and ensures case data import from distributors and transfer of files from FTP sites if needed.
  • Escalates issues as needed and follows up.
  • Supports order management queries and return product handling processes.
  • Assists with implementation of specialized programs and initiatives in addition to product support.
  • Answering phone calls is a significant part of the jobOther responsibilities as markets expand.

Qualifications/Background Profile:

  • Minimum of five years’ experience providing medical device, medical procedure, therapy or pharmaceutical support services
  • Minimum of 2 years of providing contact management and complaint handling to consumers

  • BA, BS in Life Science preferred

  • Working knowledge of HIPAA regulations

  • Proficient with cellular technology iOS and Android

  • Knowledge of FDA Quality System Regulations

  • Excellent oral and written communication skills

  •  Proficient in Microsoft Office

Qualified candidates should send their resume AND call Sparks Group for additional details. Please note, resume must include a valid email address in order to be considered. We look forward to discussing your background, your current job search, and your potential career path with Sparks Group!

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