We are seeking a highly experienced and motivated Staff Quality Engineer join our dynamic team. As a Staff Quality Engineer, you will be responsible to ensure the timely, effective, and efficient handling of customer complaints, incidents, and surveys. You will also be responsible for developing and implementing quality metrics (KPIs) to track and improve customer satisfaction. Additionally, you will work closely with technical support personnel, field application scientists, and global support to ensure that all customer service issues are resolved promptly and effectively.
Responsibilities:
- Lead and manage initiatives professionals to ensure the timely, effective, and efficient handling of customer complaints, incidents, and surveys.
- Develop and implement quality metrics (KPIs) to track and improve customer satisfaction.
- Analyze customer complaints and incident data to identify trends and root causes.
- Collaborate with technical support personnel, field application scientists, and global support to resolve customer service issues.
- Develop and implement training programs for quality professionals on complaint handling, customer service, and quality metrics.
- Represent the quality team in cross-functional meetings to discuss customer service issues and trends.
- Stay up-to-date on industry regulations and best practices for customer service and complaint handling.
Qualifications:
- PHD, OR Masters OR Bachelor's degree in Engineering, Biomedical or Biological Sciences, or a related field.
- 10+ years of experience in quality assurance or customer service, with at least 5 years of experience in a supervisory or management role.
- Proven ability to lead and manage projects
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Experience with quality metrics (KPIs).
- Experience with developing and implementing training programs.
- Knowledge of industry regulations and best practices for customer service and complaint handling.
Preferred Qualifications:
- Experience in the genomics industry will be a plus.
- Experience with FDA regulations for medical devices and IVD devices.
- Experience with EU regulations for IVDR
- Experience with ISO 13485 and GMP requirements.
- Deep knowledge of Risk management and Design Control
- Experience with Six Sigma or other quality improvement methodologies.
About Twist Bioscience
Twist Bioscience synthesizes genes from scratch, known as “writing” DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA.
At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.
Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.
