Product Support Analyst, Technical
Career OpportunitiesPosition:
Department:
Location:
Technical Product Support AnalystQualitySanta Barbara, CAAbout SientraHeadquartered in Santa Barbara, California, Sientra is a diversified global medical aesthetics company and a leading partner to aesthetic physicians.
The Company offers a suite of products designed to make a difference in patients' lives by enhancing their body image, growing their self-esteem, and restoring their confidence.
Sientra has developed a broad portfolio of products with technologically differentiated characteristics, supported by independent laboratory testing and strong clinical trial outcomes.
Our leadership is driven by decades of experience and skill that help bring your goals and aesthetic visions to life.
We believe that shared expertise and values are essential components of success.
We are seeking exceptionally talented and motivated people to join our team.
If you are looking for a career that is both challenging and rewarding, and to work for a company at the forefront of the aesthetic industry, please check out our available opportunities.
We look forward to hearing from you!Position SummaryThe Technical Product Support Analyst (TPSA) is responsible for receiving, evaluating and processing Sientra product complaints and responding to product related inquiries.
This position interacts with various complaint and product inquiry sources, including Sientra Plastic Surgery Consultants, physicians and other healthcare professionals, internal customer/sales experience and warranty claim personnel, and other company personnel to collect relevant information and facilitate the resolution of reported product issues and concerns in a timely and efficient manner.
The TPSA will answer medical-related and/or technical-related questions about Sientra products.
Essential Duties and Responsibilities Responsible for data input and maintenance of Sientra's automated complaint management system according to established requirements and for facilitating ongoing improvement of complaint records.
Monitoring the Device Retrieval Data Base (DRDB) and working with personnel at independent lab to ensure returned/explanted devices are received and analyzed in a timely manner.
Compiling complaint information, device history information, and device analysis data to complete complaint investigations and process the closure of complaints in automated complaint management system in a timely manner.
Review complaints to determine FDA and International regulatory reporting requirements and create reports to comply with reporting requirements as necessary.
Understand and comply with all regulatory, quality, safety, and environmental practices and procedures as outlined in organizational/departmental guidelines and SOPs, external regulations as well as applicable federal, state and local regulations.
Answer technical and medical related questions to aid in accurate and prompt assessment of product complaints.
Additional Duties and Responsibilities Interface with the Customer Success and Warranty team to facilitate the successful processing of warranty claims.
Assist QA Device Tracking in resolving data conflicts and acquiring the necessary information to permit Warranty activation for patients enrolled in Sientra's warranty programs.
Provide accurate data input into complain, CAPA, NCMR, and other Sientra documentation systems as required.
Facilitate the development and presentation of regulatory and compliance requirements relating to Product Support and Device Tracking to company staff and management.
Assist in internal audits as needed, working with internal staff and consultants.
Provide assistance in compiling date for scheduled management reviews.
Other duties as assigned.
Supervisory ResponsibilitiesThis job has no supervisory responsibilities.
Requirements (Education, Certificates, Licenses, Registrations, etc.
) Bachelor's degree in bioengineering, nursing, biology, or similar; minimum 1-year experience as a direct patient care nurse, Certified Nurse Assistant, Medical Assistant and/or minimum 1-year bioengineering or medical engineering experience, preferably with a class II or class III medical device; or equivalent combination of education and experience.
Strong understanding of medical devices.
Exceptional written and verbal communication skills.
Comfortable interfacing with internal & extermal customers, lab technicians, and medical professionals.
Dedication to providing a strong customer service experience.
Language SkillsAbility to read, analyze and interpret technical procedures or governmental regulations.
Ability to write reports or business correspondence.
Ability to effectively communicate in English (Spanish and/or additional languages preferred.
Computer SkillsAbility to use word processing, spreadsheet and database applications.
Ability to learn various software programs.
Ability to work with data processing and programming.
Physical Demands and Work EnvironmentThe physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of the job, the employee is regularly required to sit, talk and hear, lift and/or move up to 10 pounds, stand, walk, climb or balance in conditions that include stairs, uneven ground, walking between buildings, etc.
Normal vision is required for this job (with corrective lenses if necessary).
The work environment is somewhat quiet.
This description contains the essential functions necessary to evaluate the position.
It is not intended and should not be used as an exhaustive list of all responsibilities, skills or efforts.
FLSA Status:
Non-ExemptIf you would like to apply for this position, please email your resume to careers@sientra.
com.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Department:
Location:
Technical Product Support AnalystQualitySanta Barbara, CAAbout SientraHeadquartered in Santa Barbara, California, Sientra is a diversified global medical aesthetics company and a leading partner to aesthetic physicians.
The Company offers a suite of products designed to make a difference in patients' lives by enhancing their body image, growing their self-esteem, and restoring their confidence.
Sientra has developed a broad portfolio of products with technologically differentiated characteristics, supported by independent laboratory testing and strong clinical trial outcomes.
Our leadership is driven by decades of experience and skill that help bring your goals and aesthetic visions to life.
We believe that shared expertise and values are essential components of success.
We are seeking exceptionally talented and motivated people to join our team.
If you are looking for a career that is both challenging and rewarding, and to work for a company at the forefront of the aesthetic industry, please check out our available opportunities.
We look forward to hearing from you!Position SummaryThe Technical Product Support Analyst (TPSA) is responsible for receiving, evaluating and processing Sientra product complaints and responding to product related inquiries.
This position interacts with various complaint and product inquiry sources, including Sientra Plastic Surgery Consultants, physicians and other healthcare professionals, internal customer/sales experience and warranty claim personnel, and other company personnel to collect relevant information and facilitate the resolution of reported product issues and concerns in a timely and efficient manner.
The TPSA will answer medical-related and/or technical-related questions about Sientra products.
Essential Duties and Responsibilities Responsible for data input and maintenance of Sientra's automated complaint management system according to established requirements and for facilitating ongoing improvement of complaint records.
Monitoring the Device Retrieval Data Base (DRDB) and working with personnel at independent lab to ensure returned/explanted devices are received and analyzed in a timely manner.
Compiling complaint information, device history information, and device analysis data to complete complaint investigations and process the closure of complaints in automated complaint management system in a timely manner.
Review complaints to determine FDA and International regulatory reporting requirements and create reports to comply with reporting requirements as necessary.
Understand and comply with all regulatory, quality, safety, and environmental practices and procedures as outlined in organizational/departmental guidelines and SOPs, external regulations as well as applicable federal, state and local regulations.
Answer technical and medical related questions to aid in accurate and prompt assessment of product complaints.
Additional Duties and Responsibilities Interface with the Customer Success and Warranty team to facilitate the successful processing of warranty claims.
Assist QA Device Tracking in resolving data conflicts and acquiring the necessary information to permit Warranty activation for patients enrolled in Sientra's warranty programs.
Provide accurate data input into complain, CAPA, NCMR, and other Sientra documentation systems as required.
Facilitate the development and presentation of regulatory and compliance requirements relating to Product Support and Device Tracking to company staff and management.
Assist in internal audits as needed, working with internal staff and consultants.
Provide assistance in compiling date for scheduled management reviews.
Other duties as assigned.
Supervisory ResponsibilitiesThis job has no supervisory responsibilities.
Requirements (Education, Certificates, Licenses, Registrations, etc.
) Bachelor's degree in bioengineering, nursing, biology, or similar; minimum 1-year experience as a direct patient care nurse, Certified Nurse Assistant, Medical Assistant and/or minimum 1-year bioengineering or medical engineering experience, preferably with a class II or class III medical device; or equivalent combination of education and experience.
Strong understanding of medical devices.
Exceptional written and verbal communication skills.
Comfortable interfacing with internal & extermal customers, lab technicians, and medical professionals.
Dedication to providing a strong customer service experience.
Language SkillsAbility to read, analyze and interpret technical procedures or governmental regulations.
Ability to write reports or business correspondence.
Ability to effectively communicate in English (Spanish and/or additional languages preferred.
Computer SkillsAbility to use word processing, spreadsheet and database applications.
Ability to learn various software programs.
Ability to work with data processing and programming.
Physical Demands and Work EnvironmentThe physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of the job, the employee is regularly required to sit, talk and hear, lift and/or move up to 10 pounds, stand, walk, climb or balance in conditions that include stairs, uneven ground, walking between buildings, etc.
Normal vision is required for this job (with corrective lenses if necessary).
The work environment is somewhat quiet.
This description contains the essential functions necessary to evaluate the position.
It is not intended and should not be used as an exhaustive list of all responsibilities, skills or efforts.
FLSA Status:
Non-ExemptIf you would like to apply for this position, please email your resume to careers@sientra.
com.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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