Manager, Customer Satisfaction - (Job Number: 0716997)

Manager, Customer Satisfaction - (Job Number: 0716997) DescriptionSummary: This position serves as the management representative for the Global Complaint Process at Biosense Webster. Key Skills/Knowledge Requirements: Management skills, Supervisory skills, Regulatory compliance knowledge, Excellent interpersonal skills, Quality Assurance and Quality Systems knowledge, Product Knowledge, Statistical Skills, Excellent communications skills, Ability to make solid decisions that will effectively support the business and company policies, Ability to work in fast paced environment and rapidly shift priorities, and have high ethical standards and integrity Essential Duties and Responsibilities: Manage the Global Complaint Process, Manage, maintain and improve the company's quality systems to ensure compliance with FDA regulations and ISO standards, Preparation, on-site management and follow-up for compliance standards and corporate audits in the Quality department as it relates to the Global Complaint Process, Responsible for establishing and maintaining policies and procedures to ensure compliance with local, state and federal environmental regulations and standards, Manage and participate in pre-assessment and post-certification audit activities, Ensure a technical liaison between Compliance, R&D and Operations in terms of product complaints, with respect to compliance concerns. Assure that postmarket product experience is fed back into both sustaining engineering and new product development, Participate in cost reduction and improvement programs, Manage all customer interface points to the complaint handling process. Ensure customer satisfaction by optimizing customer communication from first interface with the call center until final follow-up. Ensure timely and effective communications with customers regarding complaints and complaint investigations, Provide updates to Johnson & Johnson Corporate Quality regarding Global Complaint Process performance and provide metrics to e-room, Advise staff to help meet established schedules or resolve technical or operational problems, Estimate and administer performance standards, Follow all company safety policies and other safety precautions within the work area. Set standards for safe behavior. Recognize and reward safe behavior in others,Responsible for ensuring management reviews of the Global Complaint Process are conducted, Maintains up-to-date knowledge of FDA & EU regulations and applicable worldwide standards and requirements and other responsibilities may be assigned and not all responsibilities listed may be assigned. Qualification requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or experience: BS in Physical or Biological Sciences required. MS preferred with experience as a Quality Professional preferred. 5 years experience in the medical device industry required. Minimum of 1 to3 years previous supervisory experience. Apply Now