Recall Project Support Manager - Hybrid to Carlsbad, CA

About the role

IQVIA/MedTech, partners with medical device and diagnostic manufacturers, offering tech-enabled, outsourced commercial service teams and technologies. This includes contract clinical, field technical, inside sales and recall support. Our flexible model enables us to deploy and manage teams that expand and contract to meet our clients & customer-facing needs.

Technology is wrapped around all the offerings and program successes are tracked and measured with our real-time business intelligence analytics. This provides our clients with critical insights into their most important resources - their people, patients, and customers.

Position Overview

This role is responsible for coordinating and/or contacting key customers on medical device recalls

Our supervisor is responsible for leading a team of Recall Specialists supporting voluntary product recalls. The team owns contacting affected customers, providing that customer with the upgrade or troubleshooting steps required, and appropriately documents their work. The supervisor will own coordinating the team, allocating resources, and providing reports and updates to operations regarding project statuses.

Our ideal candidate will have experience multitasking with multiple projects, who is independent and can support multiple customers and tasks at a time. They will have a team mindset and be willing to devote ~15% of their tasks towards contacting affected customers as needed to meet project timelines and needs.

Requirements

• Education: High School Diploma/GED, AA preferred but not required
• Minimum 2 years relevant customer service experience required, or project management experience preferred
• Minimum 1 year leadership/supervisory experience required
• Polite, professional phone demeanor
• Keen to detail and critical thinking for compliance and regulation
• Quality minded, solution driven, and an "outside of the box" mindset
• Strong technical software skills
• Strong verbal and written communication skills
• Must have the ability to work independently from home office and will need to visit the Carlsbad, CA office from time to time working hybrid.

Preferred Skills/Qualifications

• Customer service, medical device, pharmaceutical, and other healthcare experience
• Project management and coordination
• Leadership and team leading oversight
• Experience in CRMs preferably in Salesforce
• Experience in call analytic through VoIP system (i.e., Dialpad, Twilio)
• Prior recall experience in the medical field preferred

Position Responsibilities

• Train, coach, lead, and develop team members between various scopes of projects
• Lead, facilitate, coordinate, and track day-to-day activities required of the Recall Team to ensure projects are completed on time, successfully, and in a manner consistent with organizational goals, departmental policies, established processes, KPIs, and/or the standard terms and conditions of the contract
• Demonstrate a proactive approach to identify risks to project success; develop effective action plans for resolution. Appropriately manage/escalate project issues or risks while managing customer expectations of product and services
• Allocate and manage resources for different types of recall projects while reviewing timecard, and activity reports based on individual and project performance
• Conduct outbound calls to notify potentially affected facilities while adhering to provided script and messaging protocols, as needed
• Maintain appropriate level of confidentiality and a high level of professionalism
• Data entry and management within provided database
• Strong documentation skills
• Provide customer feedback to corporate teams

Iqvia/MedTech Benefits/Compensation

• Rapidly Growing Organization
• Fun Work Environment

#LI-DNP

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide.

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

The potential base pay range for this role is $27-$30 per hour. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.