Customer Care Specialist

Fisher & Paykel Healthcare

Irvine (CA)

On-site

USD 60,000 - 65,000

Full time

14 days+

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Benefits offered by this job

Medical and Dental Insurance

Paid Parental Leave

401k

Employee Stock Purchase Plan

Job summary

A leading healthcare solutions company is seeking a Customer Care Specialist to manage customer complaints and inquiries, ensuring compliance with regulations while enhancing patient care and satisfaction. The ideal candidate has strong communication skills and the ability to handle data in a fast-paced setting. This full-time position based in Irvine, CA offers competitive salary between $60,000 and $65,000 along with a comprehensive benefits package including medical, dental, and 401k options.

Qualifications

Ability to handle a high volume of interactions in a fast-paced environment.
Ability to learn and develop expert knowledge about F&P products.

Responsibilities

Document and communicate customer complaints and inquiries in a timely manner.
Coordinate the return process for reported devices from customers.
Maintain detailed records of customer interactions for compliance.

Skills

Effective interpersonal skills

Advanced written and verbal communication skills

Excellent attention to detail

Friendly demeanor

Solid knowledge of Microsoft Office

Education

Bachelor's degree in relevant field

Tools

Microsoft Office

SAP

Power BI

Job description

Join to apply for the Customer Care Specialist role at Fisher & Paykel Healthcare

At Fisher & Paykel Healthcare, our dedication unites us in a shared mission to improve patient care and outcomes through world-leading healthcare solutions. We call this commitment Care by Design.

Our journey began in New Zealand over five decades ago when a visionary doctor and two ingenious engineers pioneered a new approach to respiratory health. Today, we are a leading designer, manufacturer, and marketer of products and systems for acute and chronic respiratory care, anesthesia, and the treatment of obstructive sleep apnea. Our innovative products touch the lives of millions of patients annually while operating in over 120 countries worldwide.

We seek individuals who are passionate about having a lasting, positive impact. We value individuals who prioritize enduring relationships, creative thinking, and who are driven to make a difference.

In return, we will support your personal and professional growth with our inclusive work environment, built on a foundation of care and collaboration. Together, we form a team of compassionate individuals dedicated to purposeful work.

Care to join us and make a real impact?

Job Overview

The Customer Care Specialist will document, communicate, and follow up on customer complaints, inquiries, and product service requests in a timely and accurate manner to ensure compliance with regulations, enhancing patient care, and customer satisfaction.

Responsibilities

Accurately record all customer complaints, inquiries and servicing requests into F&P internal systems in a timely manner.
Communicate via email and phone with customers, patients and/or F&P employees to acquire relevant complaint information.
Coordinate the process to return reported devices from the customer’s facility to F&P facilities in North America and/or New Zealand.
Coordinate the process to replace F&P devices for customers.
Coordinate with other departments (Post Market Surveillance, Customer Service, Distribution Centers, Service Center, Quality Engineering, Product Managers, etc.) to ensure timely processing of customer complaints, inquiries and product servicing requests.
Maintain detailed records of communication, customer interactions, and any other evidence required to demonstrate compliance with internal and external regulatory requirements.
Provide guidance on the complaint handling process, including applicable regulatory requirements, to other F&P employees.
Assist customers and F&P employees (Sales, Service Center, Marketing, etc.) with technical inquiries regarding product usage and maintenance, guarantee programs, and/or price.
Assist with field actions.
Participate in all activities required to host internal and external quality audits.
Identify opportunities and contribute to the continuous improvement of the Quality Management System processes and procedures.
May perform other duties as required.

Education and Experience Requirements

Bachelor's degree in relevant field a plus but not required.
Effective interpersonal skills.
Advanced written and verbal communication skills.
Excellent attention to detail.
Friendly demeanor with the ability to manage customer expectations.
Solid knowledge and experience using Microsoft Office to create reports and presentations.
Ability to learn and develop expert knowledge about F&P products, processes, and systems.
Ability to handle a high volume of interactions and data in a fast‑paced environment.

Additional Desired Experience (not required)

Experience in a customer‑facing role, preferably handling customer complaints and inquiries in a highly regulated environment (medical device, pharma, food, etc.)
Experience using ERP (SAP) and Power BI systems.

Salary Range

The anticipated salary range for candidates working in Irvine, CA, is $60,000 to $65,000. The final salary offered to a successful candidate will depend on several factors that may include but are not limited to the type and length of experience within the job, type and length of experience within the industry, education, etc.

Fisher & Paykel Healthcare is a multi‑state employer, and this salary range may not reflect positions that work in other states.

In return, we will offer you an opportunity to work as part of a dedicated and energetic team at a company with a fantastic culture of commitment to our employees and customers. You'll have an opportunity to participate in a comprehensive benefits package that offers medical, dental, vision, life insurance, paid parental leave, 401k, employee stock purchase plan, and other options to meet the diverse needs of our employees.

US work authorization is a precondition of employment. Fisher & Paykel Healthcare will not consider candidates who require sponsorship for a work‑authorized visa.

Company relocation benefits will not be provided for this position.

Reasonable Accommodations

As an Equal Opportunity Employer, Fisher & Paykel Healthcare is committed to providing reasonable accommodation to applicants with disabilities. If you are interested in applying for employment with Fisher & Paykel Healthcare, and need special assistance or an accommodation to use our website, please contact us at us.jobs@fphcare.com. When contacting us please provide your contact information and the nature of your accessibility issue. We will only respond to requests for reasonable accommodation.

EEOC – Know Your Rights

Fisher & Paykel Healthcare is an equal opportunity employer. The Company's policy is not to discriminate nor allow any employee to discriminate against any employee or applicant for employment based on race, color, age, religion, sex, national origin, disability, marital status, military status including veterans and disabled veterans, or any other protected status in accordance with all applicable federal, state, and local laws.

Fisher & Paykel Healthcare participates in E-Verify.

Global Privacy Statement | Fisher & Paykel Healthcare (fphcare.com)

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