Sr. Customer Solutions Specialist (Hybrid - Shakopee MN)

The Sr. Customer Solutions Specialist oversees the management of customer complaint resolution for internal and external clients in North America at GN Hearing.

Responsible for the overall management of incoming complaint cases the Sr. Customer Solutions Specialist also provides support to Global Product Quality and direct support and guidance to local NA Product Quality team.

Essential Functions:

• Manage incoming complaint and CCL queues including reviewing new complaint cases to ensure necessary information is included for case investigations creating parent cases as needed and assigning complaint cases to parent cases supervisors or escalations to Global Product Support (GPS).
• Review NA potential safety complaint cases including monitoring trigger words and patient safety ensuring inclusion of needed case information escalations to Regulatory Product Surveillance (RPS) team through Sales Force (SF) and case closures.
• Ensure that customer and internal company complaints for NA business channels are compliant with FDA and ISO 13485 requirements including categorization descriptions of alleged deficiency and collection/inclusion of required case complaint cases after investigation to ensure compliance and participate and represent complaint cases for internal and external audits.
• Review the diagnoses on customer complaints and discuss individual cases with investigators as needed interface with manufacturing supervisors and leads to discuss process/product improvements.
• Ensure proper routing and tracking of open US complaints cases to appropriate teams (XMN JB RPS etc.) providing visibility and facilitating progress toward effective and timely case processing and closure at 30 60 and 90 day increments.
• Daily support to Customer Care Tech Support Order Entry Sales Customer Advisors Operations and other departments as needed with follow-up on open and escalated complaint issues training SFDC support and investigation results either through letters digital pictures or phone calls.
• Track and report service failures or potential service failures and work with other departments to identify/implement cross-functional solutions to prevent future ongoing failures.
• Support and participate in Hypercare initiatives in support of new launches including complaint investigations and symptom verification team logistics TFS case creation if needed data collection and visualizations.
• Support and assist Operations in troubleshooting and diagnosis validation of multiple repairs creating and addressing CAPAs and NCs and training development for production personnel on Sales Force complaint processes and use of FSW and other relevant tools and information.
• Support relevant and complaint related SFDC projects as needed.
• Participate in meetings for NA Product Quality including VOC and XMN complaint handling meetings as needed.
• Internally Outsource Process review.

Skills and Knowledge Needed:

• Dedicated to understanding customer needs while focusing on meaningful outcomes.
• Advanced critical thinking and effective problem-resolution skills.
• Organized and practical with a notable capacity to recognize and enhance customer quality through data-informed and evidence-based methods.
• Proficiency using tools such as Microsoft Office Excel Word and Power Point Outlook Access Navision and Salesforce.
• Familiarity with ISO quality knowledge of relevant regulations and standards (FDA 21 CFR Part 820/QSR ISO 13485 EU MDR or equivalent).
• Ability to work well and engage with others in a team environment as well as effectively managing ones own tasks.
• Determined and inquisitive. Often surpasses standards and addresses challenges with optimism.
• Demonstrates the ability to perform effectively within demanding circumstances and limited timeframes showcasing proficient time management abilities.
• Highly organized and results driven.
• Proficient in both spoken and written communication with the interpersonal skills required to collaborate with directors and managers.

Qualifications:

Education:

• Bachelors degree in a technical or health related field and/or equivalent experience (Required).

Experience:

• 5 years experience in complaint handling systems customer solutions and product quality in a regulated industry.
• Hearing device experience recommended medical devices or regulated consumer electronics.
• Comprehensive management of end-to-end complaint case management (intake triage investigation documentation closure).
• Experience managing high-volume complaint streams with demonstrated capability to prioritize and meet SLAs (preferred).
• Cross-functional coordination experience for example regular interaction with R&D Regulatory Affairs Manufacturing Supplier Quality Customer Service.

Location:

• Our facility will be relocating from Bloomington MN to Shakopee MN October 2025. The position will be hybrid (onsite days include Tuesday - Thursday) at our Shakopee MN site.

Working Environment:

• Manufacturing / Warehouse / Office environment.

Physical Demands:

• Sitting standing lifting bending reaching no more than 20 lbs.

Position Type and Expected Hours of Work:

• Full-time position Monday-Friday

About Us

GN brings people closer through our leading intelligent hearing audio video and gaming solutions. Inspired by people and driven by innovation we deliver technology that enhances the senses of hearing and sight. We help people with hearing loss overcome real-life challenges improve communication and collaboration for businesses and provide great experiences for audio and gaming enthusiasts.

What We Offer:

We value our employees and offer competitive wages and benefits including:

• Generous Benefits including PTO and Paid Holidays
• 401k with Company match
• Paid Parental Leave & Transition Back to Work Benefits
• Company HSA Contributions
• Discounted GN Group products

We encourage you to apply

Even if you dont match all the above-mentioned skills we will gladly receive your application if you think you have transferable skills. We highly value a mindset motivation and energy that aligns with our core values to not only ensure growth for you but for your team and the wider GN organization as well.

We are committed to an inclusive recruitment process

GN welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound enabling you to hear more do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. GN operates in more than 90 countries across the world. Founded in 1869 GN has more than 7000 employees today.

Pay Transparency Notice:

Depending on your work location the target annual salary for this position can range from $80000 - $95000/ addition you may be eligible for a discretionary bonus. Compensation for roles at GN depends on a wide array of factors including but not limited to location role skill set and level of experience. To remain competitive GN offers a competitive benefits package including annual bonuses health insurance a 401(k) plan paid time off and paid holidays.

GN participates in E-Verify. View the E-Verify posterhere. View the Right to Work poster here.

Disability Accommodation

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application please e-mail . This email is provided for the purpose of supporting applicants who have a disability that prevents them from being able to apply online. Only emails received for this purpose will be returned. Emails left for other purposes such as following up on an application or technical issues not related to a disability will not receive a response.

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