| Requisition Number: | 13-633 |
| Job Title: | Complaint Coordinator |
| Area of Interest: | Quality |
| Shift: | 1st |
| Position Type: | Full Time - Regular |
| Percentage of Travel Required: | None |
| City: | Rancho Cordova |
| State/Province: | California |
| Country: | U.S. |
| Job Summary: | Volcano Corporation is dedicated to developing breakthrough technologies that save people's lives and enhance their current quality of life! At Volcano you will find a pioneering and innovative spirit with a wide range of opportunities.
Without the exceptional professionals at Volcano Corporation, we simply could not fulfill our mission to improve the lives of patients worldwide.
DUTIES AND RESPONSIBILITIES:
- Monitoring and oversight of the complaints database
- Review all incoming product complaints (DHR review, product replacement assessment, issue product return label)
- Facilitate customer communication regarding complaint issue
- Interface with sales, clinical, other division's complaint staff and other internal departments
- Triage complaint for potential safety; notify management or designee of potential safety cases
- Assign investigation to lead investigators
- Review appropriate criteria for closure of complaints
- Applies acquired job skills and company policies and procedures to complete assigned tasks. Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice
- Responsible for direct contact with complainants and support of positive customer relations with respect to customer complaints and inquires
- Work with the Customer Support team (Sales and Clinical Force, Technical Services, Customer Service, and Other Volcano Divisions) to obtain customer complaint clarification and customer follow-up documentation, including product return
- Generate complaint monitoring reports (product return report, complaint aging report)
- Facilitates and conducts training of new employees (sales, clinical, QA Complaints) on Volcano's complaint submission process
- Lead Coordinator for dept in coordinating training and on-boarding for group.
- Support and assist customer service management (provide analysis of complaints for sensitive accounts)
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| Qualifications: | MINIMUM QUALIFICATIONS, KNOWLEDGE, SKILLS AND ABILITIES:
- Advanced experience with various computer programs including MS Office
- 2-4 years of related experience in customer service or quality assurance
PHYSICAL DEMANDS:
- Ability to lift up to 25 lbs.
- Prolonged sitting or standing required, up to 8+ hrs/day
NOTE: The above statements are intended to describe the general nature and level of work being performed by incumbents. They are not intended to be an exhaustive list of all responsibilities, duties and skills required by all incumbents. Incumbents may perform other duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management retains the right to add to or change the duties of the position at any time.
Located in Sacramento, CA, Volcano maintains expansive facilities housing engineering, laboratory, manufacturing and production operations in Northern California and various locations worldwide. This position is located at our Sacramento, CA location which is less than two hours away from the San Francisco bay area, Lake Tahoe, snow skiing, the wine country and the Northern California beaches.
It is the policy of Volcano Corporation to base all employment decisions on the principles of equal employment opportunity and to take affirmative action in the employment of women, minorities, individuals with disabilities, and veterans |
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