WPIJP00008539 Product Support Assistant TX

Adecco is currently assisting a partnering client in their search to fill an Product Support Assistant role in Austin, TX! Apply now if you meet the qualifications listed below!

POSITION: Product Support Assistant


DURATION: 12 months (contract)

HOURS: Monday thru Friday 8AM to 5PM


1.) Initiate and conduct initial investigation for complaint files, following complaint handling regulation 21 CFR 820.198 and internal procedures. Analyze information reported in order to conduct immediate follow up with complainant to obtain required information.
• Initiate and set up complaint files. Maintain and update database. Record all complaint activity in both hard copy (when applicable) and computer files.
• Assess incoming information across all product lines for complaint data. Coordinate with inter- and intra-departmental customers to ensure complaints and inquiries across all product lines are handled appropriately.
• Receive information and respond to questions for on-going complaint investigations and update applicable records.
• Maintain a knowledge and understanding of current MDR regulations, MDR guidelines, MDR interpretations, product labeling, other federal laws governing medical devices, Department of Transportation (DOT) requirements for explant returns, and the FDA mandated Retrieval Program.

2.) Initiate and process product reimbursement and claim records.
• Inform internal and external customers reimbursement policy and product return requirements.
• Contact internal and external customers if claim is incomplete. Ability to monitor several cases at once, including status and follow-up as necessary.
• Respond to verbal and written requests from internal and external customers for payment of warranty in a timely manner.
• Ability to identify potentially litigious customers, and forward to management for resolution.

3.) Provide generalized company, departmental and product knowledge as required.
• Communicate with the Quality Assurance, Clinical Studies, Customer Care, Operations, Marketing departments, and manufacturing facilities.
• Handle sensitive conversations with patients and/or physicians, avoiding litigious or compromising issues, providing information, education and assurance to the patient and/or physician regarding product and service, effectively utilizing “talking points” and communicating corporate policy.

4.) Support the department on special projects as needed.

Associates or bachelors would be preferred (not required).

***Applicants must be currently authorized to work in the United States on a full-time basis. We’re unable sponsor applicants with the following work visas: H1B, H2B, E3, TN1***

How to Apply: Click on “Apply Now” to be considered for this position or any other opportunities with Adecco.

RECRUITER: Once candidates have applied, resumes will be screened for review. I will reach out to you if are chosen for the next step in the application process. If you have any questions please feel free to reach out to:

Arielle Thurston

Email: Arielle.thurston@adeccona.com (preferred)

IMPORTANT: This position is being recruited for by Adecco’s National Recruitment Center, not your local Adecco Branch Office. To be considered for this position, you must use the “apply now” button to submit your resume for review. For other opportunities available at Adecco go to www.adeccousa.com .

The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group provides one of the most comprehensive benefits packages in the industry to contract workers to include Holiday, 401(k), Insurance Benefit Plans and Service/Anniversary Bonus opportunities.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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Reference number US_EN_99_022862_12019818