Provides technical and medical information, and/or performs intake of adverse events/ product
complaints with quality customer servce. Analyzes and researches inquiries and documents interactions
according to organizational, client and regulatory guidelines. The information provided will be given to a
level in parallel with the individual’s expertise, experience and training.
Essential Functions and Other Job Information:
Essential
Functions
- Responds accurately and professionally to technical and medical information
pharmaceutical or device products. Processes fulfillments and provides clinical
trial information or after-hours on call support.
- Analyzes caller’s questions to formulate an accurate and concise response
using client-approved resources and records inquiries and interactions in the




appropriate databases following organizational, client and regulatory
guidelines.
- Identifies, records and triages adverse events and product complaints
according to organizational, client and regulatory guidelines and provides
additional support (including follow up) as needed.
- Maintains knowledge of project and corporate policies and procedures
including client products, SOPs, protocols, GCPs, and all applicable regulatory
requirements.
- Works with internal and external client contacts to resolve inquiries. As
needed, researches medical literature and drafts responses for such inquiries.
- Provides administrative support as needed.

📌 Sr Customer Service Representative (Tláhuac)
🏢 Thermo Fisher Scientific
📍 Tláhuac