HireDiversity

West Chester, PA, US

Customer Support Tier III Representative (1 of 2)-8541130115

Description

Animas Corporation, a member of Johnson & Johnson's Family of Companies, is recruiting for a Customer Support Tier III Representative, located in West Chester, PA.

Animas Corporation develops and manufactures glucose management systems that help people living with diabetes better manage their disease and live a life without multiple daily insulin injections. Animas is dedicated to helping make diabetes management easier through exceptional customer support, educational programs and product innovation. Many of the people who work at Animas are either living with diabetes or are a first-degree family member of someone living with diabetes, so it's no surprise that the company has led the way in insulin pump innovations since its first pump launched in 2000. To learn more visit www.animas.com.

The Customer Support Representative is responsible for ensuring accuracy and completeness of providing Post Market Customer Technical Support to Animas customers. The Tier 3 Customer Support Representative is a clinician (RN, RD) who can use their clinical skills to appropriately manage and assess customer needs for technical support and document in accordance with good documentation practices and applicable regulations. They appropriately support tracking and trending of post market data in order to ensure that post market information is available for Animas Corporation to support continuous product improvement and to ensure that Animas Customer post market needs are met.

The Customer Technical Support (CTS) Tier III Representative will cover the Customer Technical Support queue as assigned by the CTS Supervisor or Manager. Weekend and holiday rotation is required. The representative will capture and characterize the customer contact (Product Complaint, Product improvement, Inquiry, non-product complaint, etc.) in accordance with all relevant procedures. Ensures that initial assessment of any potential health and safety issues are completed and clearly documented as part of the call capture. Ensures appropriate level of follow up and clear documentation in the call record. Requests as needed the return of product in order to facilitate complaint investigation and/or in accordance to the Animas Warrantee policy. Provides technical support to Animas customers or their HCP's with regard to use of Animas products and accessories. Acts as a resource for Tier 1 or Tier 2 representatives as needed. Represents the CTS department at interdepartmental projects as assigned. Ensures all troubleshooting guidelines are executed appropriately and provide feedback to keep them current. Completes coding of product contacts as required using accurate application of assessment categories. Completes Smartscripts as appropriate to ensure accuracy of contact capture Assist is preparation of call scripts. Supports launch of new products by ensuring product training is kept up to date.

Qualifications


A minimum of an RN (Registered Nurse) or RD (Registered Dietician) is required. Certified Diabetes Educator (CDE) certification or medical device regulations experience is preferred.

A minimum of an Associate's degree is required, while a Bachelor's degree is preferred. Excellent documentation practices, written and verbal communications skills are required. Proficiency in the use of Microsoft Windows and experience with use of various database applications is required.

BE VITAL in your career, Be seen for the talent you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies.

Primary Location:North America-United States-Pennsylvania-West Chester
Organization: Animas Corporation (6150)
Job Function: Customer Technical Service