Quality Technician - US Tech Solutions, Inc.

Job Description:

• Responsible for providing front-line support for internal and external customers regarding quality and regulatory-related inquiries and issues and acted as liaison between customers and other 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, identify and escalate 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, and Customer Service on continuous improvement projects to delight our customers

 
Experience:

• 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 the 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

 
Skills:

• Experience designing and maintaining reports and metrics
• Knowledgeable in the use of ETQ, SharePoint, salesforce.com, and PeopleSoft.
• Passion for innovation, automation, and continuous improvements

 
Education:

• 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 regions and industries

 
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
 
US Tech Solutions is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.