Sr. Manager Post Market Surveillance(Direct Hire)
Franklin, WI
Job Requisition:7480
Annual Salary Range: $100,000-155,000. Individual salaries are based on education, geographic location, and alignment to the market data.
Description for Sr. Manager Post Market Surveillance:
The Senior Manager, Customer Success, Warranty, Product Support and Complaints is a key customer-facing role that is responsible for leading the successful processing of customer inquiries related to service, warranty programs, product complaints and providing exceptional service to external and internal customers. The Senior Manager, Customer Success, Warranty, Product Support and Complaints directs the team in establishing and maintaining long-term relationships with our customers, PSCs, and internal personnel by creating positive interactions and helping them to achieve resolutions. This position requires excellent leadership, communication, problem solving, customer service skills, phone, analytical, and the ability to deliver in a fast paced, high demand environment.
Responsibilities for Sr. Manager Post Market Surveillance:
- Works alongside upper management to promote retention of customers and overall positive experience
- Establishes clear retention goals and process milestones
- Direct the receipt, evaluation, and processing of customer inquiries related to servicing, warranty programs, product inquiry and complaints
- Maintain a detailed understanding of products and services, assist team members, customers with questions and suggest the best products for their needs
- Work with Quality, Customer Experience, Sales, and other departments in resolving data conflicts and acquiring the necessary information related to inquiries
- Provide accurate data input into TAM documentation systems as required
- Understand and comply with all safety, environmental and quality practices and procedures as outlined in organizational/departmental guidelines and SOPs, as well as applicable federal, state and local regulations
- Act as subject matter expert on current role to guide customers through interactions with corporate and coach/train peers as needed
- Maintain a working knowledge of FDA 21 CFR 1271, FDA 21 CFR 820, AATB standards, ISO Standards, cGMP/CGTP, other relevant regulations/standards, and internal organizational policies and standard operating procedures
- Manage direct reports
- Provide constructive feedback and guidance to develop leadership in direct reports and department management
- Establish and monitor objective annual goals for direct reports
- Conduct performance reviews and establish performance improvement plans as needed.
- Recruit, interview, and select personnel for hire
- Travel domestically up to 15% to attend offsite meetings, conferences, and support business initiatives
- Maintain acceptable attendance and punctuality for scheduled work hours and meetings
- Ensure completion of assigned tasks and responsibilities within defined timeframes
- Flexibility to work outside of normal business hours during weekdays or weekends with reasonable advance notice to support business/operational needs when necessary
- Perform other duties as assigned
Requirements forSr. Manager of Post Market Surveillance:
- Bachelor’s degree; a minimum of 3 years of experience in a complaint handling position and/or post-market surveillance in the healthcare industry; or equivalent combination of education and experience
- Experience interfacing with customers and dedication to support customer service experience
- Clearance of favorable background investigation required
- Strong understanding of medical devices or equivalent
- Exceptional written and verbal communication skills
- High motivation and positive, customer service-oriented attitude
- Ability to work both independently and as a team in a fast-paced environment, overseeing multiple priorities simultaneously
- Skillful in the following: organization, planning, time management, problem-solving, statistical analysis, eQMS software and possess the ability to work independently
- Ability to secure and maintain a favorable background investigation and clearance
