Customer Service Specialist, Technical

Ekso Bionics, Inc.; San Rafael (CA); On-site; USD 65,000 - 95,000; Full time

Job summary

Ekso Bionics, Inc. in San Rafael, CA is seeking a Customer Service Specialist to serve as the central hub for a technical, FDA-regulated robotic exoskeleton systems support team.

This onsite role coordinates with Field Service, Engineering, Clinical, Quality, Shipping, and Finance, managing cases from intake to resolution within Salesforce and ERP systems. The ideal candidate will have 3+ years in technical customer service or support, hands-on Salesforce experience, and familiarity with ERP

Qualifications

• 3+ years in a technical customer service, field service, or product support role.
• Experience in medical device, capital equipment, or regulated environment strongly preferred.
• Hands-on experience using Salesforce (SFDC) to manage cases.
• Experience using ERP systems (Infor, SAP, Oracle, etc.)

Responsibilities

• Serve as primary point of contact for customer support calls and emails
• Intake, triage, and document all cases in Salesforce (SFDC)
• Coordinate service logistics including RMA creation, shipment tracking, loaner management, and repair flow
• Communicate technical information clearly to clinicians and end users
• Interface cross-functionally with Engineering, Quality, Clinical, Sales, and Service Technicians
• Document complaints in accordance with Quality Management System (QMS) requirements
• Support billing, warranty validation, and service contract review within ERP (Infor or equivalent)
• Track case milestones from receipt through repair completion and return shipment
• Escalate technical issues appropriately and follow through to closure
• Maintain detailed, audit-ready documentation

Skills

Technical customer service

Cross-functional communication

Salesforce experience

ERP systems proficiency

Technical documentation reading

Tools

Salesforce

Infor/SAP/Oracle ERP

Job description

POSITION OVERVIEW:

San Rafael, CA – (Onsite 2 to 3 days/week)

This is a technical, operations-focused customer service role supporting FDA-regulated robotic exoskeleton systems used in clinical rehabilitation and personal mobility.

The Customer Service Specialist serves as the central hub between customers, Field Service, Engineering, Clinical, Quality, Shipping/Receiving, and Finance. This individual owns customer cases from intake through resolution and ensures accurate documentation within Salesforce (SFDC) and ERP systems (Infor or equivalent).

The ideal candidate is technically inclined – preferably a former Field Service Engineer or technical support professional – who wants to transition into an office-based role while remaining deeply engaged in technical problem-solving.

Key Responsibilities

• Serve as primary point of contact for customer support calls and emails
• Intake, triage, and document all cases in Salesforce (SFDC)
• Coordinate service logistics including RMA creation, shipment tracking, loaner management, and repair flow
• Communicate technical information clearly to clinicians and end users
• Interface cross-functionally with Engineering, Quality, Clinical, Sales, and Service Technicians
• Document complaints in accordance with Quality Management System (QMS) requirements
• Support billing, warranty validation, and service contract review within ERP (Infor or equivalent)
• Track case milestones from receipt through repair completion and return shipment
• Escalate technical issues appropriately and follow through to closure
• Maintain detailed, audit-ready documentation

Required Experience

• 3+ years in a technical customer service, field service, or product support role
• Experience in medical device, capital equipment, or regulated environment strongly preferred
• Hands-on experience using Salesforce (or equivalent CRM) to manage cases
• Experience using ERP systems (Infor, SAP, Oracle, etc.)
• Ability to read and interpret technical documentation
• Proven ability to manage high call/email volume while maintaining documentation accuracy
• Strong cross-functional communication skills

Preferred Background

• Former Field Service Engineer transitioning to office-based role
• Experience supporting clinicians, rehab facilities, or medical end users
• Familiarity with RMAs, service orders, warranty validation, and complaint handling
• Exposure to PLM systems (Teamcenter or similar)
• IATA Dangerous Goods certification a plus

What This Role Is Not

• Not a sales position
• Not a commission-based role
• Not remote
• Not entry-level

Candidates seeking sales, business development, or remote-only opportunities should not apply.

PHYSICAL REQUIREMENTS:

• Prolonged periods of time sitting or standing at a desk working on a computer.
• Ability to lift a minimum 25 pounds (at times or on a regular basis).