Recall Support Supervisor – Hybrid to Carlsbad, CA
IQVIA
Summary
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.
Job description
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.
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
Requirements
- High School Diploma/GED
- 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
Benefits
- Rapidly Growing Organization
- Fun Work Environment
Company overview
IQVIA is a leading global provider of advanced analytics, technology solutions, and clinical research services to the life sciences industry. Headquartered in Durham, North Carolina, the company operates in over 100 countries with approximately 86,000 employees worldwide. IQVIA specializes in creating intelligent connections across all aspects of healthcare through its proprietary IQVIA Connected Intelligence platform, which combines analytics, transformative technology, big data resources, and extensive domain expertise. The company's comprehensive portfolio includes clinical trial management, real-world evidence generation, commercial insights, and regulatory compliance services. IQVIA serves a diverse client base including pharmaceutical manufacturers, biotechnology companies, medical device firms, government agencies, and healthcare providers. With its Healthcare-grade AI capabilities and extensive global data assets, IQVIA accelerates the development and commercialization of innovative medical treatments while improving healthcare outcomes for patients globally. The company is publicly traded on the New York Stock Exchange under the ticker symbol IQV.