Associate Customer Solutions Specialist (Onsite)

Position Overview

The Associate Customer Solutions Specialist role encompasses two main components:

1) Responsible for conducting investigations of devices with alleged deficiencies reported through customer complaints in Salesforce. 

2) Responsible for coordinating investigation results to internal and external teams.

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Work with customer facing teams to ensure complaint cases are complete with accurate information to conduct an in-depth investigation. 
• Conduct complaint investigations related to hardware, software, and system components and provide structured insight to drive product and customer quality improvements.
• Evaluate and troubleshoot devices/accessories to determine root cause of complaints and work with Operations to resolve.
• Manage new orders received in Product Quality by maintaining proper documentation and organization.
• Fulfill customer expectations through complaint responsiveness in a timely manner and provide feedback to the customer when requested.
• Understand and follow requirements (FDA Regulations, ISO 13485, etc.) for complaint handling.
• Perform electro-acoustical analysis on device hardware and interpret test results.
• Interface with manufacturing supervisors and leads to discuss process and product improvements.
• Organize, plan, and arrange intercompany complaint shipments (e.g., to headquarters)
• Review and monitor monthly customer feedback cases.
• Maintain customer centricity and a quality mindset in all tasks.

Competencies (Knowledge and Skills needed for this position.)

• Quality Systems knowledge (preferred)
• Familiarity with ISO quality standards, (ISO 13485 preferred)
• Familiarity with FDA CFR 820
• Proficient in Microsoft Office: Excel, Word and Power Point, Outlook, Teams
• Proficient in Salesforce (preferred).
• Strong oral and written communication skills and interpersonal skills necessary to interact with cross functional teams. 
• Capable of working independently.
• Excellent organizational skills for document maintenance and storage.
• Excellent internal and external communication skills.

Desired Qualifications

Preferred Education:

Bachelor’s degree in a technical or health related field

Preferred Experience:

• 1-2 years in complaint management/investigations or technical support in med-tech or hi-tech consumer technology industries.
• Experience or interest in hearing instruments, accessories, programming, and fitting software. 
• Clinical experience is considered a plus.

Working Environment:

Manufacturing facility and office environment

Physical Demands:

Sitting, standing, lifting, bending, reaching, no more than 20 lbs.
Position Type and Expected Hours of Work:

Full-time position + Monday-Friday

About Us

At ReSound, people with hearing loss are at the heart of what we do. In an ever-smarter world, we think big and challenge the norm so that we can transform lives through the power of sound. A life that empowers you to hear more, do more and be more than you ever thought possible.
What We Offer
As a leading medical device manufacturer, we value our employees and offer competitive wages and benefits including:
- Generous Benefits including PTO and Paid Holidays
- 401k with Company match
- Paid Parental Leave & Transition Back to Work Benefits
- Company HSA Contributions
- Free Hearing Aids for Family Members

Equal Opportunity Employer

GN Hearing is an equal opportunity/affirmative action employer committed to cultural diversity in the workplace. GN Hearing openly supports and is fully committed to the recruitment, training and promotion of all individuals, without regard to race, color, creed, religion, national origin, ancestry, sexual orientation, disability, age, gender, maternity, marital status, status with regard to public assistance or any other classification protected by state, federal or local law or ordinance. Founded in 1869, GN group today operates in more than 90 countries across the world and has more than 6,000 employees. View The EEO is the Law poster and its supplement.
E-Verify

GN Hearing / ReSound participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here.

Disability Accommodation

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. This email is provided for the purpose of supporting applicants who have a disability that prevents them from being able to apply online. Only emails received for this purpose will be returned. Emails left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

#LI-ReSound