全职 Customer Quality Engineer 工作, 薪水, Genpact Selangor 公司招聘中 - Ricebowl

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Customer Quality & Technical Support Specialist (US Market)

We are seeking a highly motivated and detail-oriented Customer Quality & Technical Support Specialist to provide customer support and quality management activities within the Life Sciences, Medical Diagnostics, or Healthcare industry. The successful candidate will be responsible for handling customer complaints, supporting CAPA processes, ensuring compliance with quality regulations, and collaborating with cross-functional teams to drive customer satisfaction and continuous improvement initiatives.

Key Responsibilities

Customer Support & Service Excellence

• Provide timely and effective support to customers regarding product, service, and technical inquiries.
• Serve as a primary point of contact for customer issues, ensuring prompt resolution and escalation when necessary.
• Maintain professional communication with internal and external stakeholders.

Quality Management & Compliance

• Manage and investigate customer complaints in accordance with company procedures and regulatory requirements.
• Support Corrective and Preventive Action (CAPA) processes, ensuring proper root cause analysis, documentation, and closure.
• Ensure compliance with applicable quality systems, industry regulations, and company policies.
• Contribute to audits, quality reviews, and compliance activities as required.

Technical Support

• Analyze technical issues and provide solutions related to products, systems, or services.
• Collaborate with engineering, quality, and operational teams to identify and resolve product-related concerns.
• Assist in preparing technical documentation, reports, and quality records.

Process Improvement

• Participate in continuous improvement initiatives aimed at enhancing quality, customer experience, and operational efficiency.
• Identify process gaps and recommend corrective actions.
• Support implementation of best practices and standard operating procedures.

Stakeholder Collaboration

• Work closely with cross-functional teams including Quality, Engineering, Operations, Regulatory Affairs, and Customer Service.
• Build strong relationships with internal business partners and external customers.
• Participate in meetings, presentations, and training sessions as required.

Qualifications

Education

• Bachelor's Degree in Medical Technology, Biology, Engineering, or a related technical discipline.
• Technical education or experience in areas such as computers, electronics, optics, or related technologies is an advantage.

Experience

• Minimum 3 years of experience in Customer Support, Technical Support, Service Operations, or related roles within the Life Sciences, Medical Diagnostics, Healthcare, or Medical Device industry.
• Experience handling customer complaints and CAPA activities preferred.

Knowledge & Skills

• Strong knowledge of Quality Management Systems (QMS) and industry regulations.
• Working knowledge of Customer Complaint Management and CAPA processes.
• Familiarity with ISO 9001 and/or ISO 13485 standards is preferred.
• Excellent written, verbal, and presentation communication skills.
• Strong interpersonal and relationship management abilities.
• Proven conflict resolution and problem-solving skills.
• Highly organized with the ability to manage multiple priorities simultaneously.
• Demonstrated continuous improvement mindset.
• Proficiency in Microsoft Office applications, including:
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint

Preferred Competencies

• Customer-focused approach with strong attention to detail.
• Analytical and investigative thinking.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong commitment to quality, compliance, and customer satisfaction.

Preferred Certifications

• ISO 9001 Internal Auditor Certification (preferred)
• ISO 13485 Internal Auditor Certification (preferred)
• CAPA or Quality Management related certifications (preferred)