Customer Advocacy Generalist

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:

As a Customer Advocacy Generalist, you will be reviewing and evaluating complaints as per Standard Operating Procedure (SOP) and taking part in facilitating continuous quality and process improvements. This position is responsible for assisting with the maintenance and monitoring of a variety of cGMP documentation including complaint files, complaint processing system, Medical Device Reporting, corrective action, and preventive actions (CAPA), and maintenance of other related quality system records as required.

Where you come in:

• Review and evaluate all required customer complaint related documentation in an accurate, professional and timely manner.
• Document and maintain records of all complaint investigations in accordance with domestic and worldwide international regulations (e.g. 820, MDD, ISO, Canada, and other countries).
• Assist with Medical Device Reporting and review investigation results of returned products.
• Write Manufacturer Incident Reports (MIR) and submit to the necessary authorities.
• Take initiative to identify and solve problems by participating in continuous improvement activities, processing standards and documentation enhancement, training and processing efficiency initiatives.
• Support internal, external, and third-party audits.
• Perform routine complaint system data entry, documentation, and administrative tasks.
• Assume and perform other duties as assigned.

• You are proficient in English.
• You possess strong verbal, listening, and written communication skills.
• You demonstrate analytical thinking skills, with the ability to define problems, collect and analyze data, establish facts, and draw valid conclusions.
• You are focused on consistently delivering high-quality results
• You have the ability to work independently while also excelling in a collaborative team environment.
• Previous experience in the medical or post-market surveillance field is highly advantageous.

• A comprehensive onboarding and training on the job.
• Opportunity to work in a diverse and inclusive environment with colleagues representing 51 different nationalities.
• 5 additional vacation days, with potential for more for parents, students, and other cases with approval.
• Opportunity to work from other countries for up to 30 days per year.
• Health Insurance including reduced premiums available for dependents.
• Life and Accident insurance coverage.
• 3rd Pillar Private Pension plan.
• Health and Wellness programs, including access to online coaching and therapy sessions
• Fertility, Family forming, Menopause and Men’s health support services.
• Regular team-building events that foster collaboration and connection.
• Best-in-class training and career development programs.
• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
• Access to a fitness tracking app with rewards for staying active.
• Free parking space at the city center office location.