Customer Support Manager

PharmaTech Solutions, Inc. (a subsidiary of Decision Diagnostics Corp.) is the manufacturer of home-use blood glucose testing supplies, including GenUltimate! test strips. Our Customer Service department ensures that our customers are satisfied with their test strips and takes appropriate measures in achieving satisfaction. We handle all customer calls - whether it's addressing technical issues or responding to general inquiries. Our company is looking for an experienced Customer Support Manager to lead a small team of Customer Support Representatives to support the company's line of medical device products.

ATTENTION: Please read all of the information below carefully before applying. Any applicants who do not meet the following requirements will not be considered.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

Resonsibility and Duties

Job duties include, but are not limited to the following:

  • Supervises and trains a small team of Customer Support Representatives to support the company’s medical device products
  • Reviews and evaluates Customer Support and Customer Complaint records
  • Ensures complaints are properly identified, documented, handled, and processed, all in accordance with written procedures
  • Oversees the testing, documentation, and evaluation of complaint investigations
  • Regularly updates complaint log
  • Ensures complaint and support procedures are followed
  • Designs and requests changes to complaint and support procedures and forms, as needed
  • Conducts performance reviews of Customer Support Representatives
  • Works closely with the company Director, the Program Manager, and Quality Systems Manager to ensure complaint-handling meets FDA requirements for post-market surveillance of medical devices
  • Run weekly Customer Support Department team meetings to facilitate communication, advise CSRs, refresh training, and identify potential improvements to procedures and tools that the department uses.
  • Update management of complaint records during management review meetings.
  • Communicates with CSRs daily on the customer tickets they are handling.
  • Presents complaint data to FDA during FDA inspections.

Qualifications and Skills

Required Qualifications:

  • 5+ years of Customer Support Management experience
  • Bachelor's of Science degree required (in a science or engineering related field)
  • Experience with MS Word, MS Excel, MS PowerPoint, Google Drive, Google Docs, Google Sheets

Required Skills:

  • Close attention to detail
  • Excellent analytical skills and critical thinking skills
  • Problem-solving skills
  • Keeps calm under pressure, patient, friendly, and polite
  • Excellent verbal and written communication skills; speaks clearly, and listens effectively; types well and uses correct grammar
  • Excellent phone customer service skills
  • Excellent time management and multi-tasking skills
  • Leadership skills

Preferred Qualifications:

  • Familiarity with FDA/ISO regulations for medical devices
  • Statistics experience preferred
  • Familiarity with glucometers, glucose test strips, diabetes, healthcare, and patient care preferred

More details

  • The position is in our office in Westlake Village, CA. No telecommuting.
  • Starting salary 55-75K, depending on experience
  • Benefits for full-time employment include medical insurance* and an educational stipend**

*Premiums paid by company and employee must assume any co-pays.
**The company agrees to pay 50% tuition for the first 2 years of employment and 100% tuition thereafter. The employee assumes all other financial responsibilities, i.e. fees, books, supplies, etc. Scheduling accommodations will be set (within reason.)

How to apply

To apply, please email us at info@decisiondiagnostics.com, attaching a current resume.

Decision Diagnostics Corp. does not discriminate in employment matters on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We support workplace diversity.