Customer Quality Technician

Duration: 04 months with possible extension

Job Description:

• Responsible for providing front line support for internal and external customers regarding quality and regulatory related inquiries and issues, predominantly for our customers in Europe.
• Support of customer communications regarding complaints and audit requests.  Facilitate customer audit requests working with customers and Plant Quality to schedule on-site and remote audits. Assure that all necessary components and agreements are in place prior to customer audit.
• Act as liaison between customers and other departments and functions.
• Responsible for supporting the projects and ongoing processes associated with Quality and Regulatory Services (QRS)

 
Responsibilities:

• First level triage of customer complaints and QRS email queue. Sort incoming emails quickly, identify duplicates, assign to relevant functions, identifying and escalating urgent quality and regulatory issues as needed according to QRS guidelines
• Escalate key customer and urgent inquiries to the correct department as needed on demand according to QRS guidelines
• Work with customers and internal departments (Quality, Regulatory, Sales, Business Operations, Scientific Support, Customer Service) to ensure customer satisfaction

 
Key Decision Areas

• Daily priorities as well as timely positive professional communications to external customers, business colleagues and teams
• Criteria for Performance Evaluation
• Work targets and schedules are met
• QRS guidelines and policies are followed, including use of email templates for customer communication
• Effectively, positively & professionally interact with internal and external customers
• Demonstrates cooperative daily positive interactions with Customer Service, Quality and Regulatory, Supply Chain, Scientific Support, Sales and Business Operations teams regarding distributors and customers’ needs / requests
• Able to appropriately determine which inquiries and issues should be escalated, and follow escalation paths as defined by QRS procedures

 
Required Skills

• Demonstrated capacity for handling time sensitive varying customer requests and prioritizing/escalating tasks accordingly
• Skilled in all Microsoft Office applications. Ability to quickly learn and adapt to new systems.
• Customer facing, manufacturing and/or Quality/Regulatory experience in medical device and/or clinical industries
• Courteous, articulate and professional oral and written communication skills

 
Desired Skills (These are skills that would be nice for candidates to possess)

• Experience designing and maintaining reports and metrics
• Knowledgeable in use of ETQ, Sharepoint, Salesforce.com, SAP, and PeopleSoft.
• Passion for innovation, automation, and continuous improvements
• Multi-lingual skills highly desired

 
Education:

• Bachelor’s degree, Life Sciences, Chemistry or Engineering or related field of study preferred.
• At least 2-4 years of work experience in a customer facing role
• Demonstrated knowledge of quality and regulatory practices strongly encouraged

 
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
 
US Tech Solutions is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
 
AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring. 

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