欧盟售后支持与合规专员（医疗器械）
EU Aftermarket Support & Compliance Specialist (Medical Devices)
关于客户
我们的客户是一家成立于2011年、总部位于中国杭州的全球医疗技术公司。它是糖尿病管理与护理领域的先驱，专注于开发和提供创新、易于使用的医疗设备和解决方案，帮助糖尿病患者过上更健康、更独立的生活。
其全面的产品组合包括先进的产品，如贴片式胰岛素泵系统、持续血糖监测（CGM）系统、血糖监测工具以及床旁诊断设备。这些解决方案帮助患者和医疗保健提供者更有效地管理血糖水平并做出更好的治疗决策。
该公司业务遍及欧洲、亚太地区、中东、非洲、拉丁美洲和中国，致力于创新、质量和改善糖尿病患者的生活。
主要职责
售后支持与联络：
- 作为欧盟客户服务中心团队和CGM、BGD和胰岛素泵设备用户复杂数据和技术问题的主要专家进行解决。
- 调查和解决与设备数据同步、数据准确性和软件连接相关的问题。
- 与技术支持和产品管理紧密合作，诊断上市后问题并推动有效解决方案。
数据主体请求管理与合规：
- 在完全符合GDPR时间要求和规定的情况下，管理并执行所有数据主体请求（DSAR），如访问、删除和可移植性请求。
- 作为数据隐私问题和事件的第一联系人，进行初步评估并根据需要进行升级。
- 维护与售后支持相关的处理活动记录（RoPA）。
流程改进与培训：
- 分析支持案例趋势，生成有助于产品改进、软件更新和增强支持协议的见解。
- 为欧盟客户服务中心团队提供产品特定的故障排除、数据处理最佳实践和支持交互中的GDPR合规要求的培训。
- 支持创建清晰、用户友好的客户数据隐私和设备使用指南。
要求
- 至少3年的售后支持、客户服务或医疗设备行业内的技术支持经验。
- 出色的
查看英文原文
About the Client
Our client is a global medical technology company founded in 2011 and headquartered in Hangzhou, China. It is a pioneer in diabetes management and care, focused on developing and delivering innovative, user-friendly medical devices and solutions that help people living with diabetes lead healthier and more independent lives.
Their comprehensive portfolio includes advanced products such as patch insulin pump systems, continuous glucose monitoring (CGM) systems, blood glucose monitoring tools, and point-of-care diagnostic devices. These solutions support both patients and healthcare providers in managing blood glucose levels more effectively and making better therapeutic decisions.
The company operates internationally, serving markets across Europe, Asia-Pacific, the Middle East, Africa, Latin America, and China, with a commitment to innovation, quality, and improving daily life for people affected by diabetes.
Key responsibilities
Primary Aftermarket Support & Liaison:
- Act as the primary expert for resolving complex data and technical inquiries from the EU Customer Service team and users of CGM, BGM, and Insulin Pump devices.
- Investigate and troubleshoot issues related to device data synchronization, data accuracy, and software connectivity.
- Collaborate closely with Technical Support and Product Management to diagnose post-market issues and drive towards effective solutions.
Data Subject Request Management & Compliance:
- Manage and execute all data subject requests (DSARs) such as access, deletion, and portability requests in full compliance with GDPR timelines and requirements.
- Serve as the first point of contact for data privacy concerns and incidents, conducting initial assessments and escalating as necessary.
- Maintain accurate records of processing activities (RoPA) related to aftermarket support.
Process Improvement & Training:
- Analyze support case trends to generate insights that inform product improvements, software updates, and enhanced support protocols.
- Develop and deliver training to EU Customer Service teams on product-specific troubleshooting, data handling best practices, and GDPR compliance requirements for support interactions.
- Support the creation of clear, user-friendly guidance for customers on data privacy and device usage.
Requirements
- Minimum of 3 years of hands-on experience in aftermarket support, customer service, or technical support within the medical device industry.
- Excellent problem-solving and communication skills.
- Fluency in English.
Originally posted on Himalayas