About the Client
Our client is a global medical technology company founded in 2011 and headquartered in Hangzhou, China. It is a pioneer in diabetes management and care, focused on developing and delivering innovative, user-friendly medical devices and solutions that help people living with diabetes lead healthier and more independent lives.
Their comprehensive portfolio includes advanced products such as patch insulin pump systems, continuous glucose monitoring (CGM) systems, blood glucose monitoring tools, and point-of-care diagnostic devices. These solutions support both patients and healthcare providers in managing blood glucose levels more effectively and making better therapeutic decisions.
The company operates internationally, serving markets across Europe, Asia-Pacific, the Middle East, Africa, Latin America, and China, with a commitment to innovation, quality, and improving daily life for people affected by diabetes.
Key responsibilities
Primary Aftermarket Support & Liaison:
- Act as the primary expert for resolving complex data and technical inquiries from the EU Customer Service team and 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 towards effective solutions.
Data Subject Request Management & Compliance:
- Manage and execute all data subject requests (DSARs) such as access, deletion, and portability requests in full compliance with GDPR timelines and requirements.
- Serve as the first point of contact for data privacy concerns and incidents, conducting initial assessments and escalating as necessary.
- Maintain accurate records of processing activities (RoPA) related to aftermarket support.
Process Improvement & Training:
- 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 requirements for support interactions.
- Support the creation of clear, user-friendly guidance for customers on data privacy and device usage.
Requirements
- Minimum of 3 years of hands-on experience in aftermarket support, customer service, or technical support within the medical device industry.
- Excellent problem-solving and communication skills.
- Fluency in English.