Field Support Operations Representative I at Penumbra Inc

Alameda, California, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Medical Devices, HealthcareIndustries

Requirements

Associate degree with 2+ years of administrative experience in a corporate environment, preferably in a medical device, pharmaceutical or comparable regulated environment, or equivalent combination of education and experience
Strong oral, written, and interpersonal communication skills
Ability to independently and proficiently process basic foundational tasks in ERP's production environment and meet accuracy and productivity objectives within 60 days of starting
Competence with Microsoft Office (Outlook, Word, and Excel)
SAP, Salesforce, and Microsoft Dynamics experience desirable
Keen attention to detail and ability to manage multiple tasks and deadlines
Availability to work 7am to 4pm Pacific, Monday through Friday
Ability to support various time zones as assigned and work company holidays as needed
Ability to lift and move up to 25 pounds; frequently stand, walk, sit, reach, and use a computer for extended periods
Potential exposure to blood-borne pathogens (0%-10% business travel)

Responsibilities

Review, analyze, and process complex orders (e.g., Travel Stock Usage, Discounts, Bulk Buy, Special Offers), including contract/letter review and coordination with multiple departments for approval
Coordinate and process orders for shipment and billing of product used in Travel Stock Program, ensuring compliance with company policies, reviewing/resolving transactions, and documenting usage/billing
Identify inventory and order-related discrepancies, initiate investigations, resolve minor errors, or escalate as necessary
Serve as primary back-up to Order Processing
Generate and process Returned Material Authorizations (RMAs) via RMA/Complaint Reporting and ERP systems, focusing on Complaint RMAs
Respond to general requests related to order fulfillment and product inquiries, providing product descriptions/overviews or assistance in product selection
Work with internal and external departments to resolve issues related to orders, inventory, returns, and billing
File customer complaints in accordance with complaint handling procedures
Comply with regulations, QMS standards and procedures, and SOX; log metrics data for quality purposes
Maintain excellent customer and sales relations
Adhere to the Company’s Quality Management System (QMS) and domestic/global quality system regulations, standards, and procedures
Understand and adhere to relevant security, privacy, and compliance principles
Ensure other department members follow QMS, regulations, standards, and procedures
Perform other work-related duties as assigned

Skills

Key technologies and capabilities for this role

Order ProcessingContract ReviewInventory ManagementRMA ProcessingERP SystemsComplaint ReportingShipment CoordinationBillingCustomer SupportSales Support

Questions & Answers

Common questions about this position

What are the required qualifications for this role?

Candidates need an Associate degree with 2+ years of administrative experience in a corporate environment, preferably in a medical device, pharmaceutical, or comparable regulated environment, or an equivalent combination.

What are the working hours for this position?

The role requires availability to work from 7am to 4pm Pacific Time, Monday through Friday, with potential support for various time zones, including company holidays as needed.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the company culture like for this team?

The team emphasizes teamwork, open communication, and collaboration on various projects with colleagues at all levels as part of a global team changing stroke and vascular disease treatments.

What makes a strong candidate for this Field Support Operations Representative role?

Strong candidates have an Associate degree plus 2+ years of administrative experience, ideally in a regulated medical device or pharmaceutical environment, and can handle complex order processing, compliance, and cross-departmental coordination.

Penumbra Inc

Develops medical devices for vascular conditions

About Penumbra Inc

Penumbra Inc. specializes in creating medical devices aimed at treating neurovascular and peripheral vascular conditions. Their products, such as the Penumbra System and the Indigo System, are designed for use in hospitals and clinics, helping healthcare professionals address issues like stroke and other vascular diseases. These devices work by providing advanced tools for interventions in neurology and vascular surgery, allowing for effective treatment options. Unlike many competitors, Penumbra focuses specifically on these specialized areas, ensuring their products are tailored to the needs of medical professionals in these fields. The company's goal is to continuously improve and innovate their medical devices to enhance patient care and support healthcare providers in delivering effective treatments.

Alameda, CaliforniaHeadquarters

2004Year Founded

$116.7KTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Parental Leave

Paid Vacation

Paid Sick Leave

Paid Holidays

Risks

Recent layoffs in the Immersive Healthcare division may indicate financial strain.

The EMBOLIZE trial could divert resources from core product lines.

Regulatory challenges in Europe may impact sales of new products like BMX81 and BMX96.

Differentiation

Penumbra offers a comprehensive range of neuro and peripheral vascular devices.

The company focuses on innovative solutions for stroke and neurovascular disease treatment.

Penumbra's global presence spans North America, Europe, Asia, and Australia.

Upsides

Growing demand for minimally invasive procedures aligns with Penumbra's product offerings.

The global neurovascular devices market is projected to grow at 8.5% CAGR until 2030.

Penumbra's European launch of BMX81 and BMX96 expands its market presence.

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