Customer Advocacy Generalist 1

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

Customer Advocacy is a group who advocates for our patients through using complaint data to ensure our product is safe and effective.  As our life changing products have made their way to more customers around the globe, so has our need to support them. We now have offices in San Diego, CA; Vilnius, Lithuania; and Manila, Philippines. Although we are spread out around the globe, we work as one team. In this role, you will act as primary notification and consolidation point for receiving, processing, analyzing and reporting product complaints. Develops and updates company complaint and inspection procedures to ensure capture and investigation of complaints. Maintains and analyzes problem logs to identify and report recurring issues to quality assurance management and product development. Documents and tracks contact information, reported issues and problems in accordance with company guidelines and external regulatory requirements. May collaborate with other internal groups to respond to product inquiries and issues. May directly answer telephone “hot line” and written or Internet-based inquiries regarding company products.

Where you come in:

• Demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures
• Ability to work in an environment with multiple short-term deadlines, frequent interruptions and changing priorities. 
• Review and evaluate complaints per Standard Operating Procedures.
• Analyze adverse incident factors under supervision.  May assist determining if events must be reported to Regulatory Authorities
• Document and maintain records of all complaint investigations in accordance with domestic and worldwide international regulations (e.g. 820, MDD, ISO, and other countries).
• Complete all required customer complaint related documentation in an accurate, professional and timely manner. Contribute high quality work.
• Contribute to the development and implementation of procedures that ensure quality standards are met.
• Support projects that further the improvement and efficiency of the department
• Support internal, external, and third-party audits.
• Perform routine complaint system data entry, documentation, and administrative tasks.
• Able to work flexible hours, including evenings, holidays and weekends.  Overtime may be required.
• Perform other duties as assigned

What makes you successful:

• 0 to 2 years related experience preferably in medical device post-market product surveillance complaint handling or equivalent combination of education and experience.
• Strong analytic ability is required.
• Basic computer software skills, i.e., Microsoft Office.
• Knowledge of and experience in field of diabetes and CGM technology is highly desirable.
• Certification(s) for engineering/quality discipline.
• Intermediate computer software skills, e.g., MS Excel and MS PowerPoint.

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition rei