GPMS Regional Specialist III

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

Job Function

Customer Management

Job Sub Function

Technical Customer Service

Job Category

Professional

All Job Posting Locations:

Petaling Jaya, Selangor, Malaysia

Job Description

This position provides support to one or more regional complaint call centers, monitors daily metrics, handle customer

escalations, and actively monitor workflows This position ensures that file documentation and resolution of product

quality complaints adhere to department procedures and regulatory requirements. This position also supports

coaching and training, utilizing their subject matter expertise in complaint handling and regulatory compliance. This

position partners with other GPMS Regional Specialists and entities such as Customer Service, Global Privacy, Commercial Quality and Regional Marketing.

• Provides support for one or more regional complaint call centers for day-to-day complaint handling processes.
• Ability to work flexible hours to support different time zones, if necessary. Dependent on the time zone,
• support could be required during evening/night and/or early morning U.S. hours.
• Subject Matter Expert for quality complaints and technical inquiries.
• Ensures product quality complaints are documented and resolved per JJVC, FDA, ISO and other applicable
• regulatory requirements. Actively provides feedback to Manager related to training opportunities and process improvements.
• Works closely with Manager to ensure a consistent quality service strategy and department metrics are maintained.
• Manages complaint escalations in partnership with GPMS management and appropriate regional points of contact.
• May create and maintain regional department procedures, forms and training materials.
• Provides coaching to team in a positive and constructive manner.
• Schedule and lead Specialist Team meetings at Managers direction.
• Lead projects and contribute expertise to other cross-functional teams as requested by management.
• Adheres to environmental policy and procedures and supports department environmental and safety objectives.
  
  

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech