Customer Advocacy Generalist 1

Dexcom • Remote California, CA

6d • $21 - $32

About The Position

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health. We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us. Meet the team: Customer Advocacy is a group who advocates for our patients through using complaint data to ensure our product is safe and effective. As our life changing products have made their way to more customers around the globe, so has our need to support them. We now have offices in San Diego, CA; Vilnius, Lithuania; and Manila, Philippines. Although we are spread out around the globe, we work as one team.

Requirements

• 0 to 2 years related experience preferably in medical device post-market product surveillance complaint handling or equivalent combination of education and experience.
• Strong analytic ability is required.
• Capable of applying a knowledge of relevant procedures and applicable regulations to complaint processing.
• Intermediate computer software skills, e.g., MS Excel and MS PowerPoint.
• Typically requires a minimum of 0-2 years of related experience and High School diploma/certificate or equivalent.

Nice To Haves

• Knowledge of and experience in field of diabetes and CGM technology is highly desirable.
• Certification(s) for engineering/quality discipline.

Responsibilities

• Act as primary notification and consolidation point for receiving, processing, analyzing and reporting product complaints.
• Develops and updates company complaint and inspection procedures to ensure capture and investigation of complaints.
• Maintains and analyzes problem logs to identify and report recurring issues to quality assurance management and product development.
• Documents and tracks contact information, reported issues and problems in accordance with company guidelines and external regulatory requirements.
• May collaborate with other internal groups to respond to product inquiries and issues.
• May directly answer telephone “hot line” and written or Internet-based inquiries regarding company products.
• Demonstrate a primary commitment to patient safety and product quality by maintaining compliance with the Quality Policy and all other documented quality processes and procedures.
• Accurately review, evaluate, document and maintain records of all complaint investigations in compliance with domestic and international regulations (e.g., CFR 803, CFR 820, MDD, ISO 13485, etc.).
• Ensures documentation is professional and timely.
• Demonstrate the ability to effectively work in settings characterized by multiple short-term deadlines, frequent interruptions, and shifting priorities.
• Demonstrate the ability to train and support to new functions, products, and complaint processing.
• Additionally, may assist in the facilitation of training for others.
• Perform routine complaint system data entry, documentation, and administrative tasks.
• May participate in and assist with special projects under close supervision.
• Demonstrate professional communication within and outside the department when seeking additional information or resolving issues that may arise from processing complaint records.
• Perform other duties as assigned.

Benefits

• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED