Job Information
BioFire Diagnostics, LLC. Field Action Coordinator in Durham, North Carolina
Position Summary:
The Field Action Coordinator is essential to meeting regulatory compliance for customer notifications of field actions, to ensure cGMP policies for notification to customers of Field actions occurs timely, to improve the customer experience. The Field Action coordinator position is responsible for managing administrative tasks and projects to support the Customer Service Organization. The position provides support for the following organizations: Field Service, Field Application Specialist, Technical Support Center, Finance, and Customer Operations.
Primary Responsibilities:
Provides administrative support for Field Actions, Installations, PMs, Invoicing, and Returns to include reporting on field action notification status to ensure regulatory compliance, customer contacts, meetings.
Performs customer calls to support Regulatory Compliance, Order Management, and Revenue.
Monitors and completes tasks assigned utilizing Salesforce (CRM), SAP and Tableau.
Project Management of Field Action Notifications campaigns in collaboration with internal stakeholders and third-party vendors.
Engages technical support experts upon notification of patient impacts as a result of field action notifications.
Presents Field Action status to leadership at least quarterly, more often as needed.
Act as subject matter expert during audits.
Update Field Action processes and procedures as needed based on changing regulatory and business requirements and submit for review/approval. Notify internal stakeholders of any changes.
Performs all work in compliance with company quality procedures and standards.
Perform other duties as assigned.
Education, Skills, & Experience:
Associate’s Degree or 2 years of higher education in Business, Quality, Supply Chain, Information Systems, Healthcare or other related field.
Minimum 2 years of Customer Service experience (i.e., telemarketing, direct customer prospecting, customer support, etc.) and data entry experience.
Minimum 1 year project management &/or sales/service administration experience.
Experience monitoring and reporting data from Quality Management Systems to ensure Regulatory Compliance.
Experience maintaining positive stakeholder relationships and ensuring service compliance with KPIs.
CRM Experience is required; SAP and/or Salesforce experience preferred.
Proficient in MS Office Suite Applications, Tableau, and Livelink to review data.
Strong verbal and written communication skills.
Highly organized with high attention to detail to complete projects and daily tasks.