Quality Technician II

Description:
Possibility for remote or hybrid for exceptional candidate. No relocation will be provided.

Purpose of Position (i.e. projects involved with and role within group):
Responsible for providing front line support for internal and external customers regarding quality and regulatory related inquiries and issues, and act as liaison between customers and other Client departments and functions.
Responsible for supporting the projects and ongoing processes associated with Quality and Regulatory Services (QRS)

Day to Day Responsibilities:
Ongoing Tasks
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

Project Tasks:
Work with cross functional teams including Scientific Support, Marketing/Communications, Business Operations, Sales, Quality and Regulatory, Customer Service on continuous improvement projects to delight our customers
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 (These are skills that candidates MUST possess):
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 and PeopleSoft.
Passion for innovation, automation, and continuous improvements
Multi-lingual skills highly desired

Education and Experience (minimum required for consideration)
At least 2-4 years of work experience in a customer facing role
Demonstrated knowledge of quality and regulatory practices strongly encouraged

Soft Skills (Communication/Team/Leadership)
Ability to work under pressure while maintaining professional and positive composure
Ability to apply good judgment and business acumen
Desire to anticipate, meet and exceed the expectations and needs of our customers
Positive attitude and outlook
Proven track record of positive customer interaction and teamwork
Ability to handle proprietary and delicate situations appropriately, positively and professionally
Capability to effectively and professionally communicate with customers and colleagues from various