Noctrix Health, Inc.

Engineer

• Receive and evaluate product complaints related to Noctrix medical devices
• Coordinate cross-functional complaint investigations with QA, Engineering, Operations, and Research teams
• Collaborate with Therapy Support to gather customer input and provide updates during complaint resolution
• Prepare and present data, charts, and trend analyses to identify product and process improvement opportunities
• Lead bi-weekly cross-functional complaint review meetings
• Serve as the complaint Subject Matter Expert (SME) during internal audits, FDA inspections, and ISO/EU MDR audits
• Ensure complaint data is complete, accurate, legible, and closed in compliance with regulatory standards
• Assist with documentation for FDA and EU MDR reporting
• Support CAPA and NCR activities as needed
• Contribute to continuous improvement initiatives by leveraging complaint data

Product Complaints Engineer

Outside Sales

• Consistent engagement with customers, accounts, and advocacy groups to build pipelines
• Coordinate with Marketing to broaden market awareness
• Support patient journey through collaboration with Patient Access, Customer Care, and Therapy Support Specialist teams
• Work collaboratively with the Product Development and Marketing teams to ensure a successful product launch
• Identify and build strong relationships with KOLs, titration partners, and accounts
• Through customer engagement, develop scalable solutions to satisfy customer needs and drive therapy adoption
• Develop and manage specific strategic territory plans to grow business and develop long-term partnerships
• Demonstrate effective and consistent communication skills via in-person and video conferencing
• Territory Business planning and forecasting through specific physician and DME targets
• Build and maintain weekly, monthly, and quarterly business plans that will be shared with leadership
• Maintain a high sense of urgency and accountability to the sales organization
• Recognize changing market dynamics and analyze and evaluate the effectiveness of sales methods, costs, and results to meet market demands
• Conduct regular sales forecasting, market analysis, and competitor research to identify risks, opportunities, and strategies to improve sales performance
• CRM administration
• Coordinate, plan, and participate in customer education events
• Achieve territory sales goals in a high-growth startup environment
• Demonstrate excellent communication and problem-solving skills

Territory Sales Manager

Customer Support

• Manage and resolve complaints related to medical devices as liaison between Therapy Support and Quality Assurance
• Receive and review complaints related to medical devices
• Investigate complaints by gathering relevant information, analyzing data, and conducting root cause analysis
• Communicate directly with customers to solicit information, address concerns, and provide updates on complaint resolution
• Serve as a liaison between Therapy Support and Quality departments to optimize customer satisfaction and maintain regulatory compliance
• Ensure complaint investigations are complete, accurate, and closed in a timely manner
• Collaborate with cross-functional teams – including Therapy Support, Quality, Regulatory, and Product – to resolve complaints
• Ensure compliance with applicable regulations and standards, including FDA 21 CFR Part 820 and ISO 13485
• Prepare for and participate in internal and external audits
• Contribute to cross-functional process improvement initiatives

Complaint Support Specialist

Account Executive

• Drive sales of the Nidra Therapy portfolio through proactive outbound and responsive inbound communication with potential customers via phone, email, text, and live chat
• Educate prospective customers on the benefits of Nidra Therapy compared to traditional treatment options and competitive products
• Provide continuous feedback to enhance the customer experience and contribute to ongoing improvements in the patient journey process
• Handle a wide range of sales and service duties, performing complex and challenging tasks with efficiency and professionalism
• Maintain detailed records of customer interactions and transactions, managing the sales process within the Salesforce CRM system
• Work collaboratively with marketing, customer care, and patient access teams to ensure prospective customers receive timely and accurate information

Product Complaints Engineer

Territory Sales Manager

Complaint Support Specialist

Inside Sales Representative, Patient Concierge