Medical Device Team Leader
Job Summary
We are seeking a dynamic and experienced Team Leader to oversee a team supporting a Medical Device Account. The ideal candidate will manage team performance, ensure compliance with industry regulations, and drive customer satisfaction. They must have a strong background in healthcare, medical devices, or related industries, along with exceptional leadership and communication skills.
Responsibilities
- Supervise and mentor team handling medical device operations
- Monitor team performance against KPIs and SLAs
- Handle escalations and ensure customer satisfaction
- Ensure adherence to healthcare regulations (FDA, ISO, MDR)
Required Skills
- College Graduate in Pharmacy, Life Science, Biomedical Engineering, or Health-related course
- 4+ years experience as Team Lead
- Complaints handling experience in medical tech related concerns
- Knowledge in ISO 13485/21CFR & EUMDR
Job Details
Leadership & Team Management:
- Supervise and mentor a team handling medical device-related inquiries, operations, or services.
- Conduct regular performance reviews and provide coaching to ensure individual and team success.
- Foster a positive and productive work environment.
Operational Excellence:
- Monitor team performance against key metrics (KPIs, SLAs) and implement corrective actions as needed.
- Optimize workflows to improve efficiency and service delivery.
- Maintain up-to-date knowledge of medical device products, industry trends, and regulatory requirements.
Customer & Client Relations:
- Act as a primary point of contact for escalations and complex issues.
- Ensure high levels of customer satisfaction through prompt resolution of concerns.
- Collaborate with clients and stakeholders to understand their needs and expectations.
Compliance & Quality Assurance:
- Ensure adherence to healthcare and medical device industry regulations (e.g., FDA, ISO, MDR).
- Implement and enforce company policies and procedures related to compliance and quality.
Reporting & Analysis:
- Prepare regular reports on team performance, customer feedback, and operational improvements.
- Analyze trends and provide insights to enhance service quality.
Qualifications & Requirements:
- Must be College Graduate
- Bachelors in Pharmacy/ Life Science course graduate or Biomedical engineer or any similar course related to Health/Healthcare
- 4+ years experience as Team Lead
- Preferred Healthcare experience like Insurance background, claims processing, US benefits
- Open for those with experience in other accounts like Telco or Travel
- Required complaints handling experience in medical tech related concerns
- Knowledge in ISO 13485/21CFR & EUMDR