At Thermo Fisher Scientific, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life - enabling our customers to make the world healthier, cleaner and safer. We provide our teams with the resources needed to achieve individual career goals while taking science a step beyond through research, development and delivery of life-changing therapies. With clinical trials conducted in 100+ countries and ongoing development of novel frameworks for clinical research through our PPD clinical research portfolio, our work spans laboratory, digital and decentralized clinical trial services. Your determination to deliver quality and accuracy will improve health outcomes that people and communities depend on – now and in the future.

Division Specific Information

Within Medical Communications, we improve patient health by supplying medical information services to our customers, patients and healthcare providers. We engage with healthcare professionals, regulatory agencies and pharmaceutical customers to help them navigate regulatory and compliance requirements around the world. We run medical information inquiries, document adverse events and product complaints, report product launches, prepare standard responses to inquiries and develop process improvements for customer implementation.

Discover Impactful Work: PPD clinical research services is looking for Customer Assistant Specialist for its growing Medical Communications department.

Start a career you will enjoy! Join a team of energetic healthcare professionals supporting one or more pharmaceutical/biotech companies.

As a front-line specialist in our medical information contact center you will represent PPD clinical research services and the client(s) by providing concise, accurate and non-promotional information regarding the client’s medicinal products or devices to healthcare professionals and patients.

A day in the Life:

• The Customer Assistance Specialist provide high quality customer service to client customers including consumers, health care professionals (HCPs), and client personnel.
• Documents interactions according to PPD and client guidelines. Identifies adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) and perform administrative responsibilities as needed.
• Provides high quality customer service to client such as : customers, consumers, health care professionals (HCP), and others
• Documents customer interactions according to PPD and client guidelines. Identifies AEs events and PCs.
• Maintains knowledge of policies and procedures including : client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.
• Responding to non-medical information questions and processing of medical information requests (such as fulfillment, availability, device support)
• Performs line checks and system verifications and generate reports.

Education and Experience:

• University degree or a high school/secondary diploma.
• Previous experience that provides the knowledge, skills, and abilities to perform the job or equivalent combination of education, training, & experience.
• Experience in a call center environment will be considered an advantage.

Knowledge, Skills, Abilities:

• Excellent organizational skills
• Strong attention to detail
• Ability to handle multiple tasks
• Effective verbal and written communication skills
• Excellent problem solving skills
• Excellent language skills (comprehension, speaking, reading and writing)
• Fluency in English and French is required
• Excellent computer, verbal and written skills
• Time management skills
• Excellent interpersonal skills
• Ability to work in a team environment and/or independently as needed
• Demonstrated confidence and initiative
• Flexibility.

What we offer:

• Learning and development programme, ensuring you reach your potential
• Extensive benefits package based around the health and well- being of our employees
• Competitive salary
• Flexible working culture with work- life balance and possibility for remote working
• Collaborative and friendly environment
• Global exposure and opportunity to work on international assignments.

Our 4i Values:

Integrity – Innovation – Intensity – Involvement

If you resonate with our 4i values above, and ultimately wish to accelerate the delivery of safe and effective therapeutics for some of the world’s most urgent health needs, submit your application – we’d love to hear from you!

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory with PPD, part of Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.