Product Surveillance Technician

Summary

• Field inquiries received by phone, electronic or verbal correspondence and document reported complaints according to applicable SOP(s). Provide technical support and remote troubleshooting guidance as needed.
• Provide technical support and remote troubleshooting guidance as needed.
• Review associated records; provide technical guidance, and contact users and customers to collect information on the treatment, product performance, functionality, etc.
• Conduct periodic follow-up to close complaints in a timely manner.
• Complete investigations, which may include execution or coordination of product returns and subsequent evaluations, review of manufacturing records and ensuring proper approvals are obtained as part of closure.
• Support statistical analysis of complaint trends.
Associate's Degree required in nursing, pharmacy, medical technology, engineering or scientific background engineering or scientific background preferred

Professional experience
• Medical Device - preferred
• Medical or surgical office experience - preferred
• Customer service experience - preferred

Job Description

• Field inquiries received by phone, electronic or verbal correspondence and document reported complaints according to applicable SOP(s). Provide technical support and remote troubleshooting guidance as needed.
• Provide technical support and remote troubleshooting guidance as needed.
• Review associated records; provide technical guidance, and contact users and customers to collect information on the treatment, product performance, functionality, etc.
• Conduct periodic follow-up to close complaints in a timely manner.
• Complete investigations, which may include execution or coordination of product returns and subsequent evaluations, review of manufacturing records and ensuring proper approvals are obtained as part of closure.
• Support statistical analysis of complaint trends.
Associate's Degree required in nursing, pharmacy, medical technology, engineering or scientific background engineering or scientific background preferred

Professional experience
• Medical Device - preferred
• Medical or surgical office experience - preferred
• Customer service experience - preferred