Quality Technician II - Customer Support

Job Description

Job Description

Overview

CTG's long-standing Fortune 500 client of over 15 years has a W2 contract assignment for a Quality Technician II - Customer Support.

Type: Contract
Job Title: Quality Technician II
Location: Tewksbury, MA

Candidates must be able to commute and work onsite in Tewksbury, MA
Pay Rate: $20-$22/hour
Work Hours: M-F, 8am - 5pm OR 10am - 7pm
Education: HS Diploma/GED or Associate's Degree minimum required

Day to Day Responsibilities:

• First level triage of customer complaints and QRS email queue. Sort incoming emails quickly, identify duplicates, assign to relevant functions, identifying and escalating urgent quality and regulatory issues as needed according to QRS guidelines
• Escalate key customer and urgent inquiries to the correct department as needed on demand according to QRS guidelines
• Work with customers and internal departments (Quality, Regulatory, Sales, Business Operations, Scientific Support, Customer Service) to ensure customer satisfaction
• Project Tasks
• Work with cross functional teams including Scientific Support, Marketing/Communications, Business Operations, Sales, Quality and Regulatory, Customer Service on continuous improvement projects to delight our customers

Key Decision Areas

• Daily priorities as well as timely positive professional communications to external customers, business colleagues and teams

Criteria for Performance Evaluation

• Work targets and schedules are met
• QRS guidelines and policies are followed, including use of email templates for customer communication
• Effectively, positively & professionally interact with internal and external customers
• Demonstrates cooperative daily positive interactions with Customer Service, Quality and Regulatory, Supply Chain, Scientific Support, Sales and Business Operations teams regarding distributors and customers’ needs / requests
  Able to appropriately determine which inquiries and issues should be escalated, and follow escalation paths as defined by QRS procedures

Required Skills:

• Demonstrated capacity for handling time sensitive varying customer requests and prioritizing/escalating tasks accordingly
• Skilled in all Microsoft Office applications. Ability to quickly learn and adapt to new systems.
• Customer facing, manufacturing and/or Quality/Regulatory experience in medical device and/or clinical industries
• Courteous, articulate and professional oral and written communication skills

Desired Skills:

• Experience designing and maintaining reports and metrics
• Knowledgeable in use of ETQ, Sharepoint, salesforce.com and PeopleSoft.
• Passion for innovation, automation, and continuous improvements
• Multi-lingual skills highly desired

Education and Experience (minimum required for consideration)

• HS Diploma/GED or Associate's Degree minimum required
• At least 2-4 years of work experience in a customer facing role
• Demonstrated knowledge of quality and regulatory practices strongly encouraged

Soft Skills (Communication/Team/Leadership)

• Ability to work under pressure while maintaining professional and positive composure
• Ability to apply good judgment and business acumen
• Desire to anticipate, meet and exceed the expectations and needs of our customers
• Positive attitude and outlook
• Proven track record of positive customer interaction and teamwork
• Ability to handle proprietary and delicate situations appropriately, positively and professionally
• Capability to effectively and professionally communicate with customers and colleagues from various regions and industries

Additional Information:

• No third party resumes will be accepted
• Drug testing and/or other employment-related inquiries may be conducted
• CTG will consider for employment-qualified applicants with criminal histories in a manner consistent with applicable laws
• All interested individuals MUST be able to work on a W2 Tax basis (no C2C or third-party vendors)
• CTG is an Equal Employment Opportunity employer
• CTG is an E-Verify Company

To be considered for this opportunity, please apply directly through our website or email your Word version resume and salary expectations to Anisha Muralidhar at anisha.muralidhar@ctg.com.