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Fisher & Paykel Healthcare · 16 hours ago

Customer Care Specialist-Irvine, CA

Irvine, CA

Full-time

Onsite

New Grad, Entry Level

$60K/yr - $65K/yr

Fisher & Paykel Healthcare is dedicated to improving patient care and outcomes through innovative healthcare solutions. The Customer Care Specialist will document and communicate customer complaints, inquiries, and product service requests to enhance patient care and customer satisfaction.

Health CareManufacturingMedical Device

Culture & Values

No H1B

Responsibilities

Accurately record all customer complaints, inquiries, and servicing requests into F&P internal systems in a timely manner

Communicate via email and phone with customers, patients, and/or F&P employees to acquire relevant complaint information

Coordinate the process to return reported devices from the customer’s facility to F&P facilities in North America and/or New Zealand

Coordinate the process to replace F&P devices for customers

Coordinate with other departments (Post Market Surveillance, Customer Service, Distribution Centers, Service Center, Quality Engineering, Product Managers, etc.) to ensure timely processing of customer complaints, inquiries and product servicing requests

Maintain detailed records of communication, customer interactions, and any other evidence required to demonstrate compliance with internal and external regulatory requirements

Provide guidance on the complaint handling process, including applicable regulatory requirements, to other F&P employees

Assist customers and F&P employees (Sales, Service Center, Marketing, etc.) with technical inquiries regarding product usage and maintenance, guarantee programs, and/or price

Assist with field actions

Participate in all activities required to host internal and external quality audits

Identify opportunities and contribute to the continuous improvement of the Quality Management System processes and procedures

May perform other duties as required

Qualification

Customer service experienceMicrosoft OfficeERP (SAP)Power BIFriendly demeanorHigh volume handlingInterpersonal skillsCommunication skillsAttention to detail

Required

Bachelor's degree in relevant field a plus but not required

Effective interpersonal skills

Advanced written and verbal communication skills

Excellent attention to detail

Friendly demeanor with the ability to manage customer expectations

Solid knowledge and experience using Microsoft Office to create reports and presentations

Ability to learn and develop expert knowledge about F&P products, processes, and systems

Ability to handle a high volume of interactions and data in a fast-paced environment

Preferred

Experience in a customer-facing role, preferably handling customer complaints and inquiries in a highly regulated environment (medical device, pharma, food, etc.)

Experience using ERP (SAP) and Power BI systems

Associate/bachelor's degree or equivalent experience in engineering, science, health or related industries