Customer Service Rep III(Quality Systems)

Job description

Main Purpose:

·        Ensure that all product experience is logged and dealt with as per the appropriate procedures.

·        Responsible for assisting the development, implementation and maintenance of quality metric and monthly reports on PER activities.

·        Responsible for maintaining of PER reports in GCH or BO.

·        Coordinate the product returns to SBU of all PER’s with returned product.

·        Ensure that the Company’s agreed quality standards (including ISO13485) are maintained with regard to its products, procedures, policies, operations and customer contact

Key Accountabilities:

·        Assist with the implementation and maintenance of the certified Quality system.

·        Assist in the establishment of quality specifications and standards and support the development of processes and standards

·        Assist managers with quality documentation, process mapping, reviewing processes and assisting with change initiatives

·        Assist in ensuring all quality requirements and objectives are achieved

·        Other duties as assigned by the Supervisor or QRA Specialist

·        Observe all health and safety policies and procedures and take all reasonable care that actions or omissions do not impact on the health and safety of others.

·        Work within and actively promote Medtronic’s Mission, corporate strategies, policies, procedures and Code of Conduct.

·        Comply with Medtronic’s Finance and Legal policies and procedures, respond to both Internal and External Audit enquiries in a timely manner, and ensure follow-up on Action Items to address Audit recommendations.

Authority:

·        Authorized to immediately record and report to your Manager/Supervisor and the Quality Manager or their delegate:

-    On any errors and/or defects which may occur from the improper performance of your job or colleagues’ job; and

-    To ensure appropriate corrective action is initiated to prevent arecurrence

·        Unless authorized by Finance, you have no financial authority

Attributes:

·        Excellent communication and interpersonal skills.  Strong negotiation / resolution skills

·        Customer focused

·        Professional presentation

·        Ability to work independently and also actively participate as a team member

·        Self motivated and positive

·        Outgoing and friendly, willing to assist others

·        “can do” attitude

·        Ability to accomplish numerous tasks simultaneously

·        Demonstrated project management skills; Excellent organizational and problem solving skills

·        Strict attention to details

·        Conscientious

·        Patient and persistent

Desired profile

Experience and Knowledge:

·        Sound understanding of ISO13485.

·        Computer literacy including sound knowledge of the MS Office suite of software.

·        Sound working knowledge of WHS (Workplace Health & Safety) / Risk Management / Workers Compensation legislation and Principles.

·        An understanding of the codes under which I operate, for example

o   Medtronic’s Business Conduct Standards, Code of Conduct and Anti-Corruption Policy

o   The MTAA Code,

o   The TGA Advertising regulations.

·        Sound working knowledge of EEO and anti-discrimination legislation and principles.

 

Qualifications:

·        Relevant tertiary education preferred