Customer Service Representative

COSMED USA; Concord (CA); Presencial; USD 45.000 - 65.000; Jornada completa

Descripción de la vacante

COSMED USA is seeking a Customer Service Representative for an onsite role in Concord, CA. The role delivers frontline customer service and technical support, troubleshooting equipment issues and triaging service requests.

The ideal candidate balances customer support with administrative duties, maintains service logs, and supports calibrations and repairs in a full-time, onsite capacity.

Formación

• Bachelor's degree or equivalent experience in a related field.
• Experience in customer service, technical support, or lab environments is a plus.
• Knowledge of or experience with metabolic/pulmonary function testing equipment is a plus.

Responsabilidades

• Develop and maintain a strong working knowledge of COSMED's products, including equipment operation and troubleshooting procedures.
• Serve as a primary point of contact for customers via telephone and email, providing troubleshooting and triaging support requests.
• Create and maintain accurate service logs, Device History Records, and other documentation per COSMED's Quality System and FDA requirements.
• Process RMAs, prepare service quotations, and coordinate equipment returns and repairs.
• Track and maintain accurate service inventory records and identify discrepancies.
• Assist with equipment calibrations, in-house repairs, and quality assurance testing as needed.
• Collaborate with Applications & Training Specialists, Service Engineers, and other internal departments to support efficient customer service and service center operations.

Conocimientos

Strong communication

Technical troubleshooting

Organizational skills

Team collaboration

Educación

Bachelor's degree in Exercise Physiology or related field

Descripción del empleo

Job Title: Customer Service Representative

Department: Customer Service

Reports To: Customer Support Manager

Location: Concord, CA (Onsite, Monday - Friday)

• Job Summary

The Customer Service Representative provides frontline customer service and technical support for COSMED's products, responding to phone and email inquiries, troubleshooting equipment issues, and triaging service requests. Responsibilities also include maintaining service and quality documentation, as well as assisting with equipment calibrations and in-house repairs. The ideal candidate is organized, detail-oriented, technically inclined, and comfortable balancing customer support with administrative and technical responsibilities. This is a full-time, onsite position in Concord, CA.

• Responsibilities
• Develop and maintain a strong working knowledge of COSMED's products, including equipment operation and troubleshooting procedures
• Serve as a primary point of contact for customers via telephone and email, providing troubleshooting, triaging support requests, and escalating issues to the appropriate personnel
• Create and maintain accurate service logs, Device History Records, and other documentation in accordance with COSMED's Quality System procedures and FDA requirements.
• Process Return Material Authorizations (RMAs), prepare service quotations, and coordinate equipment returns and repairs
• Track and maintain accurate service inventory records, ensuring inventory levels are up to date and discrepancies are promptly identified
• Assist with equipment calibrations, in-house repairs, and quality assurance testing as needed
• Collaborate with Applications & Training Specialists, Service Engineers, and other internal departments to support efficient customer service and service center operations.
• Requirements

EDUCATION

• Bachelor's degree in Exercise Physiology, Biomedical Sciences, or a related field preferred; equivalent relevant experience considered

KNOWLEDGE AND EXPERIENCE

• Previous experience in customer service, technical support, or lab management preferred
• Experience operating metabolic and/or pulmonary function testing (PFT) equipment preferred
• Strong technical aptitude and ability to troubleshoot equipment & software preferred

SKILLS AND ABILITIES

• Excellent interpersonal, verbal, and written communication skills
• Self-motivated, dependable, and able to manage daily responsibilities with minimal supervision
• Strong organizational skills and attention to detail
• Ability to work within a cross-functional team

TRAVEL AND LOCATION

• Full-time, onsite position, Monday through Friday, 8:00 AM – 5:00 PM PT
• Minimal domestic travel (less than 5%) may be required for training or other business needs

PHYSICAL REQUIREMENTS

• Ability to lift up to 55 lbs
• Prolonged sitting or standing required, up to 8+ hrs/day

NOTE: The above statements are intended to describe the general nature and level of work. Additional duties may be assigned. Management retains the right to modify the responsibilities of the position as at any time.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.