Field Assurance Technician III

100 Merit Medical Systems, Inc.; South Jordan (UT); On-site; USD 40,000 - 60,000; Full time

Job summary

100 Merit Medical Systems, Inc. is seeking a Customer Service Representative for the Field Assurance department in South Jordan, Utah. The role involves handling technical assignments and ensuring product quality through customer interactions.

The ideal candidate will have excellent customer service skills, a strong attention to detail, and the ability to resolve complex issues. Candidates with a High School Diploma and relevant experience are encouraged to apply. Military Veterans are also encouraged to apply.

Qualifications

• High attention to accuracy and detail-oriented.
• Excellent customer service and problem solving skills.
• Ability to solve moderately complex technical problems.

Responsibilities

• Handles product quality issues and resolves customer concerns.
• Interfaces with various departments for complex product complaints.
• Manages returns of devices from customers and sales.

Skills

Customer service

Problem solving

Computer skills

Analytical skills

Education

High School Diploma with seven years of related experience, Associate's degree with five years of related experience, or Bachelor's degree with three years of related experience

Tools

Spreadsheets

Word processing

Database software

Job description

Why Merit? At Merit Medical, our mission is to create innovative medical devices that improve lives. Together, we are making a difference in the lives of patients around the world.

Summary of Duties

Performs customer service functions in the Field Assurance department, and is responsible for technical assignments of substantial variety and complexity.

Essential Functions

• Answers incoming calls from customers and sales regarding product quality issues.
• Provides the necessary information to resolve complex customer concerns and problems.
• Interfaces with various departments such as Quality and Engineering regarding more complex product complaints, and manages complaints through the systems used by the FA department.
• Handles devices returned from customers and sales, records data, adjusts and operates equipment in a warehouse environment.
• Extracts engineering or other data from various reports; processes and presents the data.
• Delivers various products after disposition to appropriate locations with required documentation.
• Decontaminates, organizes and photographs returned products.
• Reviews nonconformance records; disposition, root cause, corrective and preventive action for closure requirements prior to closing.
• Communicates with Sales and customers to collect clinically relevant information pertaining to customer complaints and Merit product.
• Organizes and ships received product to other Merit manufacturing facilities.
• Performs work order closeouts, and other related quarantine tasks.
• Reviews procedures with focus toward creating, and completing ECN’s as needed to maintain compliance to company practices and other regulating agencies.
• Reviews various data sets to maintain document history when creating new quality files.
• Transacts day to day flow of various products through the database and the quarantine system.
• Supports the MDR process, and has good knowledge of MDR regulations.
• Plans or assists in assignments of a non‑routine nature.
• Attends meetings to provide necessary input, and relays new or important information back to FA department staff.
• Makes high level decisions regarding appropriate content in FA documentation, and correspondence.
• Compares historic data and edits drafted reports prior to submitting the reports to management or regulating bodies.
• Receives and acts on technical advice from engineers or supervisor for complex problems.
• Performs other duties and tasks as required.

Essential Physical/Environmental Demands

Lifting – Not to exceed 50 lbs. – local practice may apply.
Writing, Sitting, Standing, Bending, Visual acuity, Color perception, Depth perception, Reading, Field of vision/peripheral.

Minimum Qualifications

• High School Diploma with seven years’ related experience, Associate’s degree with five years’ related experience, or a Bachelor’s degree, with three years’ related experience.
• Attention to accuracy and detail oriented.
• Excellent customer service and problem solving skills.
• Excellent analytical skills and the ability to solve moderately complex technical problems.
• Excellent organizational and interpersonal skills.
• Excellent written and verbal communication skills.
• Demonstrated computer skills preferably spreadsheets, word processing, database and other applicable software programs.
• Ability to work well as a team member.

Preferred Qualifications

• Customer service, Quality, Field Assurance experience.

Competencies

• Customer service
• Problem solving
• Computer skills
• Test specimen preparation/equipment adjustment and operation/test data recording and analyzing
• Engineering data report extraction/processing/presentation
• Document review and editing

Military Veterans are encouraged to apply. Merit is a proud Utah Patriot Partner committed to hiring our Veterans.