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Posted: Sunday, July 9, 2017 5:57 PM

SUMMARY:Under the direction of the Technical Support Manager, provides technical support services for Tosoh Bioscience, Inc. (TBI) customers, employees and applicable distributors with respect to TBI product lines and services and supports Complaints Handling and Compliance Reporting support in compliance with FDA Code of Federal Regulations (21 CFR 820), ISO 13485, and Tosoh Bioscience, Inc. (TBI) Policies and Procedures. ESSENTIAL DUTIES AND RESPONSIBILITIES: (IN-HOUSE TSR) Provide exemplary technical phone support for customers, distributors (including Canada and Latin America) and TBI employees to resolve performance discrepancies of both reagents and instruments in accordance with the approved product specifications.Routinely check the Technical Support voice mailbox/incoming requests (faxes & e-mails) and return customer calls and assume after hours on-call as assigned (from home office).Make follow up phone calls/investigations to assure complete resolution of customer concerns.Accurate entry of all customer calls into CRM software (SalesLogix (SLX)).Identify potentially critical customer situations and provide meaningful SLX data input to assist TSS group, complaints handling, and customer communications.Document customer issues completely and accurately with effective communication to relevant departments/groups.Comply with TBI Quality Management System, Quality Manual, Quality Policy and Mission Statement.Maintain technical information in accordance with the TBI Quality System and Complaint Handling procedures. Provide direct support to Complaints Handling and Compliance Reporting (eg MDR, Customer Notification) by annotating SLX tickets and files in close collaboration with regulatory affairs and complaints staff, TSS, and all other applicable TBI staff.Develop in-depth knowledge of all Tosoh reagent and instrument products as well as participate in ongoing scheduled training with TBI Subject Matter Experts.Support new products, product updates and comply with Quality System documentation. Carry out supervisory function under Technical Support manager's direction. Prepare documents or work instructions as required.For SSF employees, participate in customer activities.Participate in Technical Support projects as needed, including training of new employees.Provide monthly activity reports.Use EP Evaluator to assist customers with method validations.Support other duties as assigned through Technical Support management.QUALIFICATIONS: BS in medical technology or related biological field with a minimum of two (2) years' experience in immunodiagnostics industry.Prior technical service and customer support experience with excellent communications and interpersonal skills.Must be polite, professional, courteous, particularly over the telephone.Must show initiative, be a team player and be able to work independentlyAbility to work in a fast-paced environment with varied customer types, manage customer expectations and ensure customer satisfaction.Possess strong problem solving as well as professional software application and computer skills to identify, research and resolve problems. WORKING CONDITIONS: This position requires visits to customer sites which are medical facilities. These facilities may have certain requirements which TBI representatives must meet to gain access, including the requirement for drug, background, and health screening. Employment is contingent on your compliance with the requirements established by each facility, as evidenced by the results of the required screenings. Must agree to provide required immunization records and/or agree to acquire required immunizations in order to gain access to customer sites as required by customers. You may be required to register at vendor credentialing companies. SUPERVISORY RESPONSIBILITIES:As assigned. TRAVEL RESPONSIBILITIES:Minimal (5- 15%) PHYSICAL AND ENVIRONMENTAL DEMANDS: To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and / or ability required to be successful. Additional duties may be assigned in the future as required. Reasonable accommodations may be made for those individuals with disabilities in order to perform the essential functions. Job Posted by ApplicantProSUMMARY:Under the direction of the Technical Support Manager, provides technical support services for Tosoh Bioscience, Inc. (TBI) customers, employees and applicable distributors with respect to TBI product lines and services and supports Complaints Handling and Compliance Reporting support in compliance with FDA Code of Federal Regulations (21 CFR 820), ISO 13485, and Tosoh Bioscience, Inc. (TBI) Policies and Procedures. ESSENTIAL DUTIES AND RESPONSIBILITIES: (IN-HOUSE TSR) Provide exemplary technical phone support for customers, distributors (including Canada and Latin America) and TBI employees to resolve performance discrepancies of both reagents and instruments in accordance with the approved product specifications.Routinely check the Technical Support voice mailbox/incoming requests (faxes & e-mails) and return customer calls and assume after hours on-call as assigned (from home office).Make follow up phone calls/investigations to assure complete resolution of customer concerns.Accurate entry of all customer calls into CRM software (SalesLogix (SLX)).Identify potentially critical customer situations and provide meaningful SLX data input to assist TSS group, complaints handling, and customer communications.Document customer issues completely and accurately with effective communication to relevant departments/groups.Comply with TBI Quality Management System, Quality Manual, Quality Policy and Mission Statement.Maintain technical information in accordance with the TBI Quality System and Complaint Handling procedures. Provide direct support to Complaints Handling and Compliance Reporting (eg MDR, Customer Notification) by annotating SLX tickets and files in close collaboration with regulatory affairs and complaints staff, TSS, and all other applicable TBI staff.Develop in-depth knowledge of all Tosoh reagent and instrument products as well as participate in ongoing scheduled training with TBI Subject Matter Experts.Support new products, product updates and comply with Quality System documentation. Carry out supervisory function under Technical Support manager's direction. Prepare documents or work instructions as required.For SSF employees, participate in customer activities.Participate in Technical Support projects as needed, including training of new employees.Provide monthly activity reports.Use EP Evaluator to assist customers with method validations.Support other duties as assigned through Technical Support management.QUALIFICATIONS: BS in medical technology or related biological field with a minimum of two (2) years' experience in immunodiagnostics industry.Prior technical service and customer support experience with excellent communications and interpersonal skills.Must be polite, professional, courteous, particularly over the telephone.Must show initiative, be a team player and be able to work independentlyAbility to work in a fast-paced environment with varied customer types, manage customer expectations and ensure customer satisfaction.Possess strong problem solving as well as professional software application and computer skills to identify, research and resolve problems. WORKING CONDITIONS: This position requires visits to customer sites which are medical facilities. These facilities may have certain requirements which TBI representatives must meet to gain access, including the requirement for drug, background, and health screening. Employment is contingent on your compliance with the requirements established by each facility, as evidenced by the results of the required screenings. Must agree to provide required immunization records and/or agree to acquire required immunizations in order to gain access to customer sites as required by customers. You may be required to register at vendor credentialing companies. SUPERVISORY RESPONSIBILITIES:As assigned. TRAVEL RESPONSIBILITIES:Minimal (5- 15%) PHYSICAL AND ENVIRONMENTAL DEMANDS: To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and / or ability required to be successful. Additional duties may be assigned in the future as required. Reasonable accommodations may be made for those individuals with disabilities in order to perform the essential functions.

Source: http://www.juju.com/jad/000000009w4r04?partnerid=af0e5911314cbc501beebaca7889739d&exported=True&hosted_timestamp=0042a345f27ac5dc19627e68291eb7922b698de05960e6f661f1ba13f4832ce0


• Location: San Francisco

• Post ID: 73603843 sf
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