Fresenius Kabi USA

Customer Support

• Serve as a primary point of contact for customer inquiries received via phone, email, Salesforce.com, and other approved communication channels.
• Deliver professional, responsive, and customer-focused service by understanding customer needs and providing timely resolution to inquiries and issues.
• Process and manage customer returns in accordance with company policies, contractual requirements, and established timelines.
• Investigate customer-reported shortages by reviewing order documentation, shipment details, and supporting records; coordinate with internal stakeholders to resolve or dispute claims as appropriate.
• Research customer-reported overages by analyzing order history, shipping documentation, inventory transactions, and ERP system records.
• Partner with Warehouse, Logistics, Distribution, Finance, and other internal teams to reconcile discrepancies and drive timely issue resolution.
• Process customer credits and debits in accordance with company policies, financial controls, and approval requirements.
• Evaluate and resolve product-related concerns, including damages, product complaints, shipment issues, and quality excursions.
• Coordinate the timely reporting of customer complaints to Regional Quality Assurance and Product Complaints in accordance with internal procedures and compliance requirements.
• Issue appropriate customer credits related to validated product complaints or service issues while ensuring accuracy and customer satisfaction.
• Maintain complete and accurate documentation of customer claims, investigations, correspondence, and resolutions within ERP and CRM systems.
• Support compliance with applicable regulatory requirements, including DSCSA/EPCIS, and ensure proper handling of traceability-related customer transactions.
• Utilize internal systems, policies, and available resources to research inquiries and provide accurate information to customers.
• Escalate complex customer issues, compliance concerns, or service risks to appropriate internal stakeholders for resolution.
• Identify trends or recurring operational issues and communicate opportunities for process improvement to leadership.
• Meet established service level expectations, quality standards, and productivity goals.
• Completes all training requirements, including all department-specific, compliance training, etc.
• Ability to work flexible hours and weekends to meet business/customer needs.
• Participates in any and all reasonable work activities as assigned by management.

Customer Service Representative, Operations

QA Engineer

• Responsible for scheduling and leading domestic and international Corporate and Regional Compliance Audits
• Conduct internal audits of Fresenius Kabi facilities and external audits of suppliers in accordance with policies and procedures
• Identify top compliance risks and communicate to management
• Process complaints for timely and accurate evaluation
• Backup the US Vigilance Team with submissions of Field Alert Reports (FAR) and Medical Device Reports (MDR)
• Create reports for Key Process Indicators (KPI) and assist in processing complaints
• Develop audit plans, conduct quality audits, prepare audit reports, and communicate findings
• Drive closure of corrective and preventive actions
• Assist in maintenance of the annual internal and external audit schedules

Manager, Quality Assurance Auditor

Field Engineer

• Install, check out, operate, maintain, repair, and upgrade equipment within time requirements established by service management
• Provide preventative maintenance in accordance with published procedures
• Keep performance and maintenance records on the equipment
• Provide guidance and training to customer personnel in establishing operation, maintenance, inspection procedures, and techniques
• Analyze equipment failures to determine cause and recommend corrective action
• Advise and assist in effecting design changes to improve equipment efficiency and/or reduce cost of operations
• Maintain customer good will through effective communication of all services rendered
• Effectively manage company assets including company vehicle, computer, trunk stock parts inventory, test equipment and tools

Field Service Engineer – Kansas City, Omaha

Implementation Specialist

• Collaborates with internal multi-disciplinary team members from pharmacy, technical, and project management teams.
• Coordinates clinical project tasks, timelines, project milestones, and communicates project status with key stakeholders.
• Engages with clinical stakeholders within the healthcare system.
• Develops and maintains executive and departmental relationships with nurses, physicians, other clinicians at client sites.
• Conducts Infusion Systems Assessment in partnership with customer, to identify customer’s specific clinical practices/workflows, potential opportunities for workflow adjustments, and clinical guidance for product configurations.
• Provides guidance to sales teams on tubing cross references for both dedicated and non-dedicated sets.
• Provides direct clinical, customer-facing support on Fresenius Kabi’s infusion products across all phases of the implementation.
• Schedules, prepares, coordinates, and facilitates training for Fresenius Kabi’s customer clinicians (users, super users, and peer-based training) on the appropriate use of our IV Therapy products.
• Communicates and escalates risks, concerns and customer issues to the project manager, internal clinical team, and senior leadership.
• Leads clinical efforts for product integration with EMR (Electronic Medical Records) partners for customer projects.
• Applies understanding of clinical workflows, voice of customer, and healthcare expertise to refine practice and aid clients in developing tailored solutions.
• Ensures client satisfaction through follow-up, client responsiveness and thorough communication.
• Multitasks and coordinates efforts between multiple implementations.
• Provides on-going clinical customer support.
• Provides sales support during device demonstrations/pump fairs as directed by implementation leaders.
• Completes all training requirements, including all department-specific, compliance training, etc.

Clinical Implementation Specialist

Marketing

• Work with cross-functional teams
• Utilize insights to develop provider-specific messaging
• Generate and analyze customer data/insights
• Actively contribute to design, development, and implementation of GPO initiatives
• Support the development of targeted media plans
• Assess market dynamics and competitive activity
• Establish collaborative working relationships
• Develop content and collaborate with sales training
• Support congress activities and GPO meetings
• Effectively communicate brand vision and strategy

Customer Service Representative, Operations

Manager, Quality Assurance Auditor

Field Service Engineer – Kansas City, Omaha

Clinical Implementation Specialist

Marketing Manager