Senior Manager, Post-Market Surveillance

Purpose

The Senior Manager, Post-Market Surveillance is a key customer-facing role that is responsible for leading the successful processing of customer inquiries related to service, warranty programs, product complaints and providing exceptional service to external and internal customers. The Senior Manager, Post-Market Surveillance directs the team in establishing and maintaining long-term relationships with our customers, PSCs, and internal personnel by creating positive interactions and helping to achieve resolutions. This position requires excellent leadership, communication, problem solving, customer service skills, phone, analytical, and the ability to deliver in a fast paced, high demand environment.

Duties & Responsibilities

Works alongside upper management to promote retention of customers and overall positive experience

Establishes clear retention goals and process milestones

Direct the receipt, evaluation, and processing of customer inquiries related to servicing, warranty programs, product inquiry and complaints

Maintain a detailed understanding of products and services, assist team members, customers with questions and suggest the best products for their needs

Work with Quality, Customer Experience, Sales, and other departments in resolving data conflicts and acquiring the necessary information related to inquiries

Provide accurate data input into TAM documentation systems as required

Understand and comply with all safety, environmental and quality practices and procedures as outlined in organizational/departmental guidelines and SOPs, as well as applicable federal, state and local regulations

Act as subject matter expert on current role to guide customers through interactions with corporate and coach/train peers as needed

Other duties as assigned

Report to work in-person and start job duties on time for established shift

Complete required hours on assigned works shift to complete assigned responsibilities and duties

Skills & Abilities

Strong understanding of medical devices or equivalent

Exceptional written and verbal communication skills

High motivation and positive, customer service-oriented attitude

Ability to work both independently and as a team in a fast-paced environment, overseeing multiple priorities simultaneously

Skillful in the following: organization, planning, time management, problem-solving, statistical analysis, eQMS software and possess the ability to work independently

Ability to secure and maintain a favorable background investigation and clearance

Education & Experience

Bachelor’s degree; a minimum of 3 years of experience in a complaint handling position and/or post-market surveillance in the healthcare industry; or equivalent combination of education and experience

Experience interfacing with customers and dedication to support customer service experience