New

Customer Service

Spectraforce Technologies
United States, Illinois, North Chicago
Aug 21, 2025
Position Title: Customer Service Work Location: Primary: US-IL-Lake County (J23, 1675 Lakeside Drive)(60085) Assignment Duration: 6 months with extensions based on performance Work Schedule: Full Time Work Arrangement: Hybrid, at least 3 days a week in the office Position Summary: Under general direction, the Device Tracking Analyst I will perform a variety of complex duties associated with supporting device tracking activities to ensure device tracking files are maintained and reconciled. Background & Context: The individual is a subject matter expert due to demonstrated excellence in work performance and mastery of the knowledge, tasks, and skill sets. Works with little to no supervision. Key Responsibilities: Process and maintain device tracking files in the device tracking system to support compliance with device tracking regulations and internal procedures. Ability to analyze information for device tracking requirements under 21 CFR 821 and SOR/98-282. Initiate device tracking files when forms are received in a timely manner. Maintain and update device tracking system. Record all activity in both hard copy (when applicable) and computer files. Maintain a knowledge and understanding of current Device Tracking regulations, Device Tracking guidelines, and Device Tracking interpretations. Provide generalized company, departmental and device tracking knowledge as required. Coordinate with inter- and intra-departmental customers to ensure device tracking information and inquiries are communicated appropriately. Handle sensitive conversations with patients and/or physicians, avoiding litigious or compromising issues, providing information, education and assurance to the patient and/or physician regarding product and service, effectively utilizing "talking points" and communicating corporate policy. Support department processes and workflow. Process outgoing faxes, incoming mail, perform data entry, filing and copying. Initiate and process follow up activities to gather information, submit notifications, etc. Inform internal and/or external customers of the device tracking requirements. Respond to verbal and written requests from internal and external customers. Initiate and set up complaint files. Maintain and update database. Record all complaint activity in both hard copy (when applicable) and computer files, following complaint handling regulations 21 CFR 820.198, and SOR/98-282, and internal procedures. Qualification & Experience: AA degree; Bachelor's degree is preferred. 3 years previous experience in customer service or clinical setting; or equivalent combination of education and experience. Knowledge in device tracking policies and requirements. Ability to understand the impact of regulatory compliance requirements (e.g. 21 CFR 821, 21 CFR Part 11, SOR/98-282 and other regulations as they apply).