Johnson & Johnson companies are equal opportunity employers.
Worldwide Customer Quality (WCQ) Complaint Analyst II-3217140708
Description
Ethicon Endo- Surgery, Inc., a member of Johnson & Johnson's Family of Companies, is currently recruiting for a Worldwide Customer Quality (WCQ) Complaint Analyst II, to be based in Cincinnati, OH. Position shift will vary and rotate between the hours of 7:30 am and 6:30pm EST.
The Global Surgery Group is comprised of the following businesses within Johnson & Johnson: Ethicon Surgical Care, Ethicon Energy, Ethicon Biosurgery, Acclarent, Biosense Webster, Cordis, Advanced Sterilization Products, Sedasys, Mentor and Sterilmed. With annual sales of $11 billion, the Global Surgery Group is the world’s largest, most innovative surgical company. The strength of the Global Surgery Group is illustrated by the fact that more than 80% of our sales come from businesses with #1 or #2 global market share positions. We serve customers around the world, with about 60% of our sales generated outside the U.S., including a fast-growing presence in emerging markets. The Global Surgery Group is committed to innovation, with about 30% of our sales coming from products introduced in the past five years.
The Ethicon Surgical Care business offers a broad range of products, platforms and technologies—including sutures, surgical staplers, clip appliers, trocars and synthetic mesh devices—that are used in a wide variety of minimally invasive and open surgical procedures. Specialties include support for treatment of colorectal and thoracic conditions, women’s health conditions, hernias, cancer and obesity. The Ethicon Surgical Care business combines products and services of two market-leading legacy companies, both with long histories of medical innovation. Ethicon, Inc. based in Somerville, New Jersey, was founded more than 80 years ago as a pioneer in suture development and manufacturing, helping to transform the safety and effectiveness of open surgery. Ethicon Endo-Surgery, Inc. was created 20 years ago in Cincinnati, Ohio, developing innovative devices that have driven the revolutionary shift from open to minimally invasive surgery that continues to lead the industry today.
Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.
The purpose of the WCQ Complaint Analyst II is to receive product complaints through various communication modalities and process them within our complaint system in accordance with internal and external complaint handling procedures while demonstrating world-class customer support.
The WCQ Complaint Analyst II is responsible for the following: Ensuring complaint related information given to Ethicon via phone, email or oral communication is captured and documented adequately to support key business stakeholders; Demonstrating world class customer support and maintaining knowledge of EES products and services for at least two product families; Assessing, processing and closing complaint data within Ethicon’s portfolio of internally and externally manufactured products in accordance with associated complaint handling procedures and WCQ expectations.
Participating in assigned projects towards desired business outcomes; Promoting a work environment that challenges the status quo, leads and adapts to change, as well as creates significant positive changes in the workplace; Maintaining and updating current WCQ Complaint Analyst quality system policies and procedures; Creating a trusting, collaborative, and ethical work environment that positively contributes to employee engagement and retention; Demonstrating world class customer support and maintaining knowledge of EES products and services for at least two product franchises.
KEY FUNCTIONS/RESPONSIBILIBITIES:
Complaint Processing Related - Logged in and available/ready for calls at start of shift; Receive complaint from all possible sources; Effectively question customers, Sales Reps, etc. to capture accurate product & event information, during every contact while maintaining a positive experience; Accurately input product complaint information into database; Review complaint data and determine if product needs to be returned for analysis; Review complaint data and determine MDR reportability; Provide appropriate customer correspondence, as needed; Manage customer account information, including contact updates, warranty, repair, & other service requests; Review complaint analysis to ensure adequacy and customer resolution; Performs Voice of the Customer categorization selection, and reportability determination based on the information provided.
Customer Service Related - Maintain business relationships with sales reps, affiliates, external manufacturers and analysis sites; Provide adequate customer service with accurate information in a courteous and timely manner to help drive strong customer satisfaction; Ensure confidentiality of patient & customer information, as well as company confidential and proprietary information, during all customer interactions; Coordinate the return of devices to be analyzed and the replacement product requested by the customer.
Training / Interpersonal Related - Maintain personal training documents in appropriate database or hard copy files; Support the implementation of WCQ projects; Perform all duties & responsibilities in accordance with any professional requirements (e.g. FDA and ISO Regulations) as well as those found in applicable policies & procedures, and Credo; Ensure product and patient consequence reportability knowledge specific to the franchise(s) supported; Assist fellow WCQ Complaint Analysts and the WCQ organization to achieve superior business results.
The following computer skills will be utilized in this role: Basic Windows applications (Excel, MS Word, etc.), efficient typing ability, Custom Applications (e.g. COGNOS, SIEBEL, AQR, etc.), Electronic document management, archive & retrieval systems.
Qualifications
A minimum of a Bachelors' Degree is required. A Nursing or Biomedical Degree is preferred. A minimum or 2 years of experience handling product inquiries or complaints within a regulated industry is preferred. A minimum of 2 years of customer service/call center environment experience is preferred. Comprehensive knowledge of medical terminology & surgical devices is preferred. Knowledge of Medical Device Reporting is preferred. Knowledge of statistical applications and auditing practices is preferred. Demonstrated ability to multi-task in a fast-paced environment is required. Basic MS Excel Skills are preferred. Critical thinking and detail orientation are key requirements for this role.
This position will be based in Cincinnati OH. Position shift will rotate and vary, between the hours of 7:30 am and 6:30pm EST.
BE VITAL in your Career; be seen for the talent you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies.
J2W:LI
Primary Location:North America-United States-Ohio-Cincinnati
Organization: Ethicon Endo Surgery Inc (6041)
Job Function: Quality Assurance
Relocation: Eligible No
Certain sites within the Johnson & Johnson Family of Companies participate in E-Verify as appropriate in accordance with Company guidelines and federal or state law. To learn more about the government sponsored program and to see a list of the sites that are currently enrolled, please click here.
Johnson and Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status, or any other characteristic protected by law.
EEO is the Law
EEO is the Law GINA Supplement
Worldwide Customer Quality (WCQ) Complaint Analyst II-3217140708
Description
Ethicon Endo- Surgery, Inc., a member of Johnson & Johnson's Family of Companies, is currently recruiting for a Worldwide Customer Quality (WCQ) Complaint Analyst II, to be based in Cincinnati, OH. Position shift will vary and rotate between the hours of 7:30 am and 6:30pm EST.
The Global Surgery Group is comprised of the following businesses within Johnson & Johnson: Ethicon Surgical Care, Ethicon Energy, Ethicon Biosurgery, Acclarent, Biosense Webster, Cordis, Advanced Sterilization Products, Sedasys, Mentor and Sterilmed. With annual sales of $11 billion, the Global Surgery Group is the world’s largest, most innovative surgical company. The strength of the Global Surgery Group is illustrated by the fact that more than 80% of our sales come from businesses with #1 or #2 global market share positions. We serve customers around the world, with about 60% of our sales generated outside the U.S., including a fast-growing presence in emerging markets. The Global Surgery Group is committed to innovation, with about 30% of our sales coming from products introduced in the past five years.
The Ethicon Surgical Care business offers a broad range of products, platforms and technologies—including sutures, surgical staplers, clip appliers, trocars and synthetic mesh devices—that are used in a wide variety of minimally invasive and open surgical procedures. Specialties include support for treatment of colorectal and thoracic conditions, women’s health conditions, hernias, cancer and obesity. The Ethicon Surgical Care business combines products and services of two market-leading legacy companies, both with long histories of medical innovation. Ethicon, Inc. based in Somerville, New Jersey, was founded more than 80 years ago as a pioneer in suture development and manufacturing, helping to transform the safety and effectiveness of open surgery. Ethicon Endo-Surgery, Inc. was created 20 years ago in Cincinnati, Ohio, developing innovative devices that have driven the revolutionary shift from open to minimally invasive surgery that continues to lead the industry today.
Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.
The purpose of the WCQ Complaint Analyst II is to receive product complaints through various communication modalities and process them within our complaint system in accordance with internal and external complaint handling procedures while demonstrating world-class customer support.
The WCQ Complaint Analyst II is responsible for the following: Ensuring complaint related information given to Ethicon via phone, email or oral communication is captured and documented adequately to support key business stakeholders; Demonstrating world class customer support and maintaining knowledge of EES products and services for at least two product families; Assessing, processing and closing complaint data within Ethicon’s portfolio of internally and externally manufactured products in accordance with associated complaint handling procedures and WCQ expectations.
Participating in assigned projects towards desired business outcomes; Promoting a work environment that challenges the status quo, leads and adapts to change, as well as creates significant positive changes in the workplace; Maintaining and updating current WCQ Complaint Analyst quality system policies and procedures; Creating a trusting, collaborative, and ethical work environment that positively contributes to employee engagement and retention; Demonstrating world class customer support and maintaining knowledge of EES products and services for at least two product franchises.
KEY FUNCTIONS/RESPONSIBILIBITIES:
Complaint Processing Related - Logged in and available/ready for calls at start of shift; Receive complaint from all possible sources; Effectively question customers, Sales Reps, etc. to capture accurate product & event information, during every contact while maintaining a positive experience; Accurately input product complaint information into database; Review complaint data and determine if product needs to be returned for analysis; Review complaint data and determine MDR reportability; Provide appropriate customer correspondence, as needed; Manage customer account information, including contact updates, warranty, repair, & other service requests; Review complaint analysis to ensure adequacy and customer resolution; Performs Voice of the Customer categorization selection, and reportability determination based on the information provided.
Customer Service Related - Maintain business relationships with sales reps, affiliates, external manufacturers and analysis sites; Provide adequate customer service with accurate information in a courteous and timely manner to help drive strong customer satisfaction; Ensure confidentiality of patient & customer information, as well as company confidential and proprietary information, during all customer interactions; Coordinate the return of devices to be analyzed and the replacement product requested by the customer.
Training / Interpersonal Related - Maintain personal training documents in appropriate database or hard copy files; Support the implementation of WCQ projects; Perform all duties & responsibilities in accordance with any professional requirements (e.g. FDA and ISO Regulations) as well as those found in applicable policies & procedures, and Credo; Ensure product and patient consequence reportability knowledge specific to the franchise(s) supported; Assist fellow WCQ Complaint Analysts and the WCQ organization to achieve superior business results.
The following computer skills will be utilized in this role: Basic Windows applications (Excel, MS Word, etc.), efficient typing ability, Custom Applications (e.g. COGNOS, SIEBEL, AQR, etc.), Electronic document management, archive & retrieval systems.
Qualifications
A minimum of a Bachelors' Degree is required. A Nursing or Biomedical Degree is preferred. A minimum or 2 years of experience handling product inquiries or complaints within a regulated industry is preferred. A minimum of 2 years of customer service/call center environment experience is preferred. Comprehensive knowledge of medical terminology & surgical devices is preferred. Knowledge of Medical Device Reporting is preferred. Knowledge of statistical applications and auditing practices is preferred. Demonstrated ability to multi-task in a fast-paced environment is required. Basic MS Excel Skills are preferred. Critical thinking and detail orientation are key requirements for this role.
This position will be based in Cincinnati OH. Position shift will rotate and vary, between the hours of 7:30 am and 6:30pm EST.
BE VITAL in your Career; be seen for the talent you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies.
J2W:LI
Primary Location:North America-United States-Ohio-Cincinnati
Organization: Ethicon Endo Surgery Inc (6041)
Job Function: Quality Assurance
Relocation: Eligible No
Certain sites within the Johnson & Johnson Family of Companies participate in E-Verify as appropriate in accordance with Company guidelines and federal or state law. To learn more about the government sponsored program and to see a list of the sites that are currently enrolled, please click here.
Johnson and Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status, or any other characteristic protected by law.
EEO is the Law
EEO is the Law GINA Supplement