Job Summary
Contribute to medical device complaint management by capturing analyzing and tracking customer feedback with strong focus on accuracy and timely resolution. Apply proficiency in MS Excel to maintain structured records generate insights and support continuous improvement. Collaborate in a hybrid and rotational shift model to enhance customer experience and uphold patient safety standards.
Responsibilities
- Perform intake of medical device complaints by reviewing details shared by customers and internal teams ensuring accurate capture of all relevant information in aligned systems and templates
- Document complaint information thoroughly in predefined logs using MS Excel maintaining consistent structure data integrity and traceability across all records
- Analyze complaint trends through MS Excel based reports and pivot views to highlight recurring issues that may affect product performance customer experience and patient safety
- Coordinate with cross functional stakeholders in quality regulatory and service teams to support investigation activities by providing clear summaries and well organized complaint data
- Support creation of customer facing updates by preparing concise status summaries that reflect investigation progress and resolution timelines while maintaining a professional and empathetic tone
- Monitor complaint queues and aging reports to help ensure service levels are met escalating priority cases to relevant contacts so that customer commitments and compliance needs are supported
- Manage communication with customers in alignment with life sciences service excellence practices focusing on active listening issue clarification and clear expectation setting for resolution steps
- Maintain adherence to documented complaint handling procedures work instructions and applicable quality standards contributing to consistent and audit ready documentation at all times
- Utilize MS Excel to track key metrics such as volume closure times and category distribution enabling teams to identify improvement opportunities in complaint management workflows
- Collaborate with team members in a hybrid work model by participating in virtual and on site discussions sharing findings and aligning on best practices for handling recurring complaint scenarios
- Adapt to rotational shift schedules to provide timely support across different time windows ensuring that urgent complaints and customer queries receive prompt attention and follow up
- Contribute to continuous improvement efforts by capturing process gaps proposing practical enhancements and documenting learnings that can help refine customer and complaint management practices
- Adhere to confidentiality and data privacy expectations when handling customer and patient related information ensuring all records are secured and used only for authorized purposes
Qualifications
- Possess foundational experience or academic exposure in life sciences healthcare or a related technical field that supports understanding of medical device usage contexts and customer impact
- Demonstrate practical proficiency in MS Excel including data entry formulas sorting filtering and basic pivot tables to manage and analyze complaint datasets effectively
- Exhibit strong written and verbal communication skills that enable clear interaction with customers and internal stakeholders while documenting complaint narratives in an understandable manner
- Show familiarity with customer service principles in life sciences environments such as empathy active listening and structured follow up to help deliver consistent and respectful experiences
- Display awareness of basic complaint management concepts including case logging categorization investigation support and closure documentation even with limited professional experience
- Bring the ability to work accurately under time constraints in rotational shifts while maintaining attention to detail in all complaint entries and Excel based tracking activities
- Embrace a continuous learning mindset to understand medical device terminology quality requirements and evolving complaint handling procedures for improved contribution over time
Certifications Required
Preferred certifications include Six Sigma Yellow Belt or equivalent quality and customer service training related to complaint handling or medical devices
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。