Overview

As a member of the Product Complaint Team receives and investigates product complaints via phone, email or SAP (Inova’s ERP system). The Product Complaint Specialist responds to customer complaints on a broad range of technical questions regarding assay performance and other assay related concerns. Responsible for assessing customer issues and using judgement and technical expertise to carry out a variety of complaint investigation-related activities, including troubleshooting, investigations, product testing and providing complaint resolution to customers within an FDA regulated environment. May collaborate with other internal teams and global affiliates to respond to product inquiries and complaints. Interpersonal skills and technical product knowledge and expertise are critical to responding to daily customer-centric activities. This position works under limited supervision to provide exceptional technical and customer service to customers...