EU Aftermarket Support & Compliance Specialist (Medical Devices)

1 month ago
Mid Level
Customer and Technical Support
AVOMIND

AVOMIND

AVOMIND is a global recruitment firm based in Berlin, specializing in hiring commercial, strategy, and analytics & insights talent for companies and candidates worldwide. With a focus on executive search and embedded recruitment, AVOMIND connects high-...

Professional Services
11-50
Founded 2019

Description

  • Act as the primary expert for resolving complex data and technical inquiries from the EU Customer Service team and end users of CGM, BGM, and insulin pump devices.
  • Investigate and troubleshoot issues related to device data synchronization, data accuracy, and software connectivity.
  • Collaborate closely with Technical Support and Product Management to diagnose post-market issues and drive effective solutions and corrective actions.
  • Manage and execute data subject access, deletion, and portability requests (DSARs) in full compliance with GDPR timelines and requirements.
  • Serve as first point of contact for data privacy concerns and incidents, perform initial assessments, and escalate as necessary.
  • Maintain accurate records of processing activities (RoPA) related to aftermarket support and post-market data handling.
  • Analyze support case trends to generate insights that inform product improvements, software updates, and enhanced support protocols.
  • Develop and deliver training to EU Customer Service teams on product-specific troubleshooting, data handling best practices, and GDPR compliance for support interactions.
  • Create clear, user-friendly guidance and documentation for customers on data privacy and device usage.

Requirements

  • Minimum of 3 years hands-on experience in aftermarket support, customer service, or technical support within the medical device industry.
  • Experience supporting CGM, BGM, or insulin pump devices or similar connected medical devices (post-market support preferred).
  • Practical knowledge of GDPR obligations, DSAR handling, and data privacy incident assessment.
  • Experience maintaining records of processing activities (RoPA) or similar compliance documentation.
  • Strong problem-solving skills with experience troubleshooting device-data synchronization and software connectivity issues.
  • Experience analyzing support case trends and translating insights into product or process improvements.
  • Experience delivering training or developing support documentation for customer service teams.
  • Fluency in English with excellent verbal and written communication skills.

Interested in this position?

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