EU Aftermarket Support & Compliance Specialist (Medical Devices)

About the role

A global medical technology company founded in 2011 and based in Hangzhou, China, is recruiting an EU Aftermarket Support & Compliance Specialist. The company is a pioneer in diabetes management and care, offering products such as patch insulin pump systems, continuous glucose monitoring (CGM) systems, blood glucose monitoring tools and point-of-care diagnostic devices, and serves markets across Europe, Asia-Pacific, the Middle East, Africa, Latin America and China.

Key responsibilities

• Act as the primary expert for complex data and technical inquiries from the EU Customer Service team and users of CGM, BGM and Insulin Pump devices, investigating issues around data synchronization, data accuracy and software connectivity.
• Collaborate with Technical Support and Product Management to diagnose post-market issues and drive effective solutions.
• Manage and execute data subject requests (access, deletion, portability) in line with GDPR timelines, and act as first point of contact for data privacy concerns and incidents.
• Maintain accurate records of processing activities (RoPA) related to aftermarket support.
• Analyse support case trends to inform product improvements, software updates and support protocols.
• Deliver training to EU Customer Service teams on troubleshooting, data handling and GDPR compliance, and support the creation of customer guidance on data privacy and device usage.

Required profile

• At least 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.