Gpms Regional Specialist Iii

2 days ago

Petaling Jaya, Malaysia Johnson & Johnson Full time

**Job Function**:
Customer Management
**Job Sub Function**:
Technical Customer Service
**Job Category**:
Professional
**All Job Posting Locations**:
Petaling Jaya, Selangor, Malaysia

**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**:
**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.

**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.

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