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 information. Review 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 standards. Working 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 one's 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:

• Bachelor’s 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 don’t 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 7,000 employees today.

Pay Transparency Notice

Depending on your work location, the target annual salary for this position can range from $80,000 - $95,000/yr. In 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 poster here. 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 bloomington-humanresources@gnresound.com. 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.