Customer Advocacy Generalist 1
Dexcom, Inc

San Diego, California

Posted in Manufacturing and Production


This job has expired.

Job Info


About Dexcom

Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring (CGM) systems for ambulatory use by people with diabetes and by healthcare providers for the treatment of people with diabetes. The company is the leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. Since the company's inception, Dexcom has focused on better outcomes for patients, caregivers, and clinicians by delivering solutions that are best in class - while empowering the community to take control of diabetes. Dexcom reported full-year 2021 revenues of $2.48B, a growth of 27% over 2020. Headquartered in San Diego, California, with additional offices in the Americas, Europe, and Asia Pacific, the company employs over 7,000 people worldwide.

Functional Description:
Acts as primary notification and consolidation point for receiving, processing, analyzing and reporting product complaints. Develops and updates company complaint and inspection procedures to ensure capture and investigation of complaints. Maintains and analyzes problem logs to identify and report recurring issues to quality assurance management and product development. Documents and tracks contact information, reported issues and problems in accordance with company guidelines and external regulatory requirements. May collaborate with other internal groups to respond to product inquiries and issues. May directly answer telephone "hot line" and written or Internet-based inquiries regarding company products.

Essential Duties and Responsibilities:

  • Demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures
  • Ability to work in an environment with multiple short-term deadlines, frequent interruptions and changing priorities.
  • Review and evaluate complaints per Standard Operating Procedures.
  • Analyze adverse incident factors under supervision. May assist determining if events must be reported to Regulatory Authorities
  • Document and maintain records of all complaint investigations in accordance with domestic and worldwide international regulations (e.g. 820, MDD, ISO, and other countries).
  • Complete all required customer complaint related documentation in an accurate, professional and timely manner. Contribute high quality work.
  • Contribute to the development and implementation of procedures that ensure quality standards are met.
  • Support projects that further the improvement and efficiency of the department
  • Support internal, external, and third-party audits.
  • Perform routine complaint system data entry, documentation, and administrative tasks.
  • Able to work flexible hours, including evenings, holidays and weekends. Overtime may be required.
  • Perform other duties as assigned

Required Qualifications:
  • 0 to 2 years related experience preferably in medical device post-market product surveillance complaint handling or equivalent combination of education and experience.
  • Strong analytic ability is required.
  • Basic computer software skills, i.e. Microsoft Office.

Preferred Qualifications:
  • Knowledge of and experience in field of diabetes and CGM technology is highly desirable.
  • Certification(s) for particular engineering/quality discipline.
  • Intermediate computer software skills, e.g. MS Excel and MS PowerPoint.

Experience/Education:
  • Typically requires 0-2 years of related experience and a High school diploma/certificate or equivalent.

Functional Description

Acts as the consolidation point for receiving, processing, and analyzing customer complaint records. Responsible for the uniformed and timely quality review of product complaint records including the completion of a regulatory reporting assessment and potential submission of a medical device report. Reviews allegations of potential product problems in accordance with company guidelines and external regulatory requirements. Ensures complaints are evaluated to determine whether the allegation represents an event which is required to be reported to the applicable regulatory agency. Responsible for reviewing the investigations associated to both hardware and/or software issues when applicable. Determines if complaint information is accurate, logical and complete or if additional information/follow-up is required.

Functional/Business Knowledge

  • Basic understanding of general job aspects and limited understanding of the detailed aspects of the job.
  • Acquires job skills and learns the policies and procedures required to complete routine tasks.

Scope

  • Work at this level requires following standardized, routine methods, under immediate supervision.
  • Assignments are routine in nature and expectation is to follow pre-established guidelines and procedures.
  • Contacts are mostly within own team and immediate supervisor.

Judgement

  • Little responsibility for decisions as to method or selection of work.
  • Receives detailed instructions on routine work and new assignments.
  • Works under close supervision.

Management

  • N/A

Field Sales

  • N/A

Experience and Education

  • Typically requires 0-2 years of related experience and a High school diploma/certificate or equivalent.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at talentacquisition@dexcom.com.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom's AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com.

View the OFCCP's Pay Transparency Non Discrimination Provision at this link.

UnitedHealthcare creates and publishes the Machine-Readable Files on behalf of Dexcom. To link to the Machine-Readable Files, please click on the URL provided: https://transparency-in-coverage.uhc.com/.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.


This job has expired.

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