BD (Becton, Dickinson and Company) Field Assurance Representative in Salt Lake City, Utah

Category: Medical Device/Field Assurance

Job ID: 2018-11508

Career Level: entry level

Division: Salt Lake City, UT/ Vascular Access Devices - MDS

Relocation: No

Location: Salt Lake City,Utah,United States

Overview:

BARD has now joined BD is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We lead in patient and healthcare worker safety, and technologies that enable medical research and clinical laboratories. Our innovative solutions help advance medical research and genomics, enhance the diagnosis of infectious disease and cancer, improve medication management, promote infection prevention, equip surgical and interventional procedures, optimize respiratory care and support the management of diabetes.

Vascular Access Devices, a sub-business unit of Medication Delivery Solutions, focuses on developing, manufacturing, and distributing high-quality medical devices used by clinicians throughout the worldwide healthcare industry to access a patient’s vasculature. Our devices assist in the delivery of chemotherapy, blood products, antibiotics, and nutrition.

Summary of Position with General Responsibilities:

This position records complaints received by telephone, fax, or mail, completes the complaint file, logs complaints, completes Complaint Database information in the computer, and coordinates the complaint evaluation process.

Essential job Functions:

The following duties and responsibilities are intended to be representative of the work performed by the incumbent(s) in this position and are not all-inclusive. The omission of a specific duty or responsibility will not preclude it from the position.

  • Functions as the primary internal contact for Bard Access Systems’ customers registering product dissatisfaction or complaints.

  • Checks email and voicemail boxes for complaints and enters these into the complaint electronic system.

  • Documents complaints received and assures accurate completion of the appropriate forms for recording and evaluation of complaints; determining correct defect codes from information provided by complaints.

  • Interfaces with the domestic customer, the sales representative or other Bard division personnel regarding the complaint sample return, additional information for the complaint, or product information.

  • Coordinates replacement orders through the Customer Service department.

  • Generates the customer letter for no-sample complaint files.

  • Provides complaint information to sales representatives.

  • Generates results letters for customers when requested.

  • Generates the Lot History Review and forwards to the appropriate Engineering staff for no-sample complaints.

  • Acts as a backup for FDA MDR filing.

  • Ensures Legal files are printed and stored as required.

  • Runs reports for no-sample and sample complaints as required.

  • Runs weekly summary reports and 30-day reports as required.

  • Coordinates information with the Field Assurance lab and the domestic customer for mismatched information for received samples.

  • Sends customers shipping materials for sample returns. Delivers daily mail to Field Assurance team.

  • Coordinates and orders office and lab supplies.

  • Interacting with a vast spectrum of people that may be irate or irrational because of a real or perceived problem.

  • Handles a large volume of work in an organized manner with constant interruption due to phone calls.

Basic Qualifications:

  • High school diploma, GED, or equivalent.

  • One (1) year experience in a related area or equivalency.

  • Demonstrated human relations and communication skills.

  • Experience in Word Processing, spreadsheets, presentation and other software programs along with good telephone and letter composition skills.

Preferred qualifications include:

  • Prior experience in a regulated industry and knowledge of medical terminology.

The incumbent must demonstrate the potential ability to perform the essential functions of the job as outlined in the duties and responsibilities.

Additional Desirable Qualifications Skills and Knowledge:

  • Proficient in Microsoft suite and general computer skills.

  • Grammar, writing and editing skills and proofreading competency.

  • Excellent organizational and functional skills.

  • Strong interpersonal communication skills.

  • Ability to maintain confidentiality about information received in the course of duties in compliance with HIPPA regulations.

  • Ability to work independently and priorities tasks; excellent attention to detail.

  • Functions well under pressure.

  • Possess a broad and in-depth knowledge of the Bard Access Systems' product line, requiring continued, in-depth training.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status