Product Support Executive

Full Time
Job Sector:
Customer Service
South Wales
Salary description:
Start Date:
Job Ref:

Product Support Executive
12 month FTC (Maternity Cover)
Reporting into Lead Product Manager
Based in Cardiff Office (Llanishen)
Salary - Depending on experience

Full Time 37.5 hours per week, with typical working hours of 8.00 am - 4.00 pm/9.00 am - 5.00 pm
Part-time: 25.5 hours per week split over 3-5 days.

Our well-established client is looking for a Product Support Executive who is able to be responsible for the recording, management and reporting of all Post Market quality issues related to their branded products in accordance with ISO procedures; and co-ordinating where appropriate, the reporting of quality issues to external supply chain partners.

In addition, the role also manages the product complaint handling process for non-Group products that are distributed.

Key Responsibilities:

Product Quality Complaints
•Ensure all product complaints are dealt with according to the quality management system, liaising with customers, colleagues, and suppliers.
•Manage all non-Group branded complaints, liaising with manufacturers as appropriate to investigate the root cause of the complaint.

Post Market Surveillance Reporting
•Collate, monitor and analyse post-market surveillance activity with respect to product complaints and subsequently make recommendations for product improvements based on both quantitative and qualitative data.
•Conduct an Adverse Incident Review for all incoming product complaints according to the criteria set out by the Medicines and Healthcare products Regulatory Agency and Medical Devices Regulation.

Product Improvements
•Manage internal projects to develop solutions that address identified quality issues and bring them to market.

Product Complaint Training
•To write bespoke training programmes for different areas of the business
•To provide product complaint handling training across the group when required

Product Specialist
•To provide specialist product advice on products as required.
•To act as a product champion to ensure the presentation and appearance of the product is of the highest standard.

•Previous experience working in a customer-focused role
•Friendly personality with a "can-do" attitude
•The ability to work as part of a small team
•The ability to handle queries from end-users with tact and sensitivity
•The ability to handle trade customers professionally and efficiently
•The ability to deliver a high-quality service with minimal supervision
•Strong written, verbal and presentational communication skills
•Proactive nature
•Good attention to detail with strong analytical skills
•Passion for product support and investigation

•Educated to an honours degree
•Experience in UK healthcare-related industry
•Experience within a manufacturing environment
•Previous experience working in a complaint handling role
•Previous experience working in accordance with ISO procedures
•Previous experience working in a medical device-related role

4% pension
23 days holiday

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