Customer Quality Specialist

The Customer Quality Specialist is responsible to for representing the voice of Bruker Spatial Biology (BSB) Customers towards improving reliability of products and performance along with improving customer satisfaction. This role performs and conducts complaint reviews and trend analyses with an overall objective to reduce customer complaints and improving customer experience with our products, increase product reliability, and to engage all relevant departments to provide awareness of complaint trends. The Customer Quality Specialist will also review all complaints and refunds for completeness and assess the need for regulatory reporting and further investigation through CAPAs.)

Responsibilities

* Review complaints that have been resolved with the customer for completeness in Salesforce.

* Work with the Customer Service team to resolve any deficiencies in the complaint records

* Review and collaborate any potential reportable events with regulatory to determine if regulatory filings are required.

* Raise CAPA where necessary for trend mitigation; Perform risk assessments and CAPA reviews on key trends with focus to reduce complaints.

* Analyze complaint data and customer refunds/ no charge exceptions (NCEs) from salesforce to identify trends across all platforms and products with appropriate categorization.

* Generate periodic reports detailing the key drivers across customer issues on functional, departmental, organizational teams.

* Identify, implement and drive key improvement actions with cross functional engagement and collaboration.

* Develop and report periodic analyses at department, operations and leadership level on a periodic basis to determine lagging trends and key actions towards improving performance and reliability of products using the voice of customer.

* Develop and maintain lagging indicator metrics for continuous improvements

* Perform other relevant duties as may be assigned by management.

Skills and Abilities

* Analytical decision-making skills to apply logical or Quality and Compliance thinking principles to complaint analysis using pragmatic approaches.

* Performing analysis, developing data driven presentations using MS office and related applications.

* Demonstrates working knowledge of ISO 13485, ISO 9001, and/or FDA 21 CFR 820 quality regulations.

* Interpersonal skills to interface with all levels of the organization, management, customers, and suppliers.

* Good written and verbal communication skills.

* Experience in the medical device or diagnostic industry is a plus

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Specialized Knowledge:

* Strong analytical and problem-solving skills

* Prior experience with Salesfoce a plus

Minimum Education

Bachelor's degree in a related field strongly preferred.

Minimum Experience

5-8 years quality-related experience in biotech, the pharmaceutical or consumer regulated device industry

At Bruker, base salary is part of our total compensation. The estimated base salary range for this full-time position is between $83,000 and $133,000 and provides an opportunity to progress as you grow and develop within a role. The base salary for the role will depend on a several job-related factors, including, but not limited to education, training, experience, the geographic location of the successful candidate, skills, competencies, job-related knowledge and travel requirements for this position. Full-time employees may also be eligible for a performance-related incentive in addition to a full range of benefits including 401(k) with company match, an employee stock purchase plan, medical and dental plans, life insurance, short-term and long-term disability insurance, employee assistance program and paid time off including vacation, sick time and holidays, and more.

Bruker is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Certain positions at Bruker require compliance with export control laws and as a result, all interviewed candidates for all positions will be screened pre-interview to determine their eligibility in light of export control restrictions