Customer Support Specialist

Smart Teams; Eden Prairie (MN); On-site; USD 58,000 - 70,000; Full time

Benefits offered by this job

Health coverage

Retirement plan

Paid time off

Disability insurance

Life insurance

Pet insurance

Employee Assistance Programs

Job summary

Elucent Medical in Eden Prairie, MN, is seeking a Customer Support Specialist to serve as the first point of contact for clinicians and customers during live cases. The role combines clinical understanding with customer-facing skills and supports sales initiatives in a fast-growing medical-device environment.

In-person, full-time role with standard hours, cross-functional collaboration, and a focus on accurate case documentation to protect patient outcomes.

Qualifications

• Experience in customer service in a fast-paced environment.
• Ability to document interactions per quality processes.
• Comfort with clinical and technical questions.
• Experience with CRM databases.

Responsibilities

• Monitor and support active customer cases as first responder for technical, clinical and general questions.
• Collaborate with field sales to provide a coordinated customer experience and pass insights.
• Document every interaction, feedback and complaint in line with quality standards.
• Help develop or improve processes to scale the support team.

Skills

Customer service

CRM software

Troubleshooting

Clinical support

Education

Bachelor's degree

Tools

Salesforce

Slack

ERP system

Job description

Elucent Medical | Surgical Navigation

Customer Support Specialist, Eden Prairie, MN

When a clinical case is live and something needs answering, you are the first voice on the other end. This is where a career in medical devices starts.

Why this work matters

Elucent Medical builds surgical navigation technology for cancer surgery. The company takes the instruments a surgeon already trusts and makes them smart, so precision stops depending on feel and experience alone. Better precision means cleaner margins and better outcomes for people having the worst week of their lives.

Behind every one of those cases sits a support team. When a question comes in mid-case, somebody has to know the product, understand the disease state, troubleshoot quickly, and stay calm while doing it. That is this role, and the team calls it a cornerstone of the organization for a reason.

The impact you will have

01 You are the first responder, and that matters more than the title suggests

You monitor and support active customer cases and take the first call on technical, clinical and general questions. Clinicians do not have time to wait, and the quality of the answer they get shapes whether they reach for this technology again next week. Few entry points into medical devices put you this close to the clinical moment.

02 This is a deliberate runway into the commercial side

The role is built to develop product knowledge, clinical understanding and customer facing skill, and to strengthen commercial readiness by supporting clinical sales initiatives. You work alongside the field sales team, passing across customer insight, history and case detail. In other words, you are learning the accounts and the science at the same time.

03 Your documentation protects patients

Every customer interaction, piece of feedback and complaint gets documented in line with internal quality processes and industry standards. In a regulated industry that record is not admin, it is part of how problems get spotted before they become patient issues.

04 You will improve how this team works, not just work in it

The team is looking for a self starter with experience developing or improving processes. The customer base is scaling quickly, which means the way support runs today will not be the way it runs in two years. You get a say in that.

Role at a glance

Reports to: Customer Support Manager

Work model: In-person, professional office setting; Eden Prairie, MN

Hours: Full-time, Monday to Friday, 40 hours per week

Support hours: 6 am to 7 pm CST; your hours will vary based on needs and your availability

Travel: Occasional

Pay: $ 64,000/year annual salary + annual bonus eligibility prorated based on tenure and tied to company performance

What you will own

Customers

• Identify and respond attentively and effectively to what customers actually need.
• Monitor and support active cases as first responder for technical, clinical and general questions.
• Document every interaction, piece of feedback and complaint, in line with internal quality processes and industry standards.

Sales

• Support the growth and expansion of the customer base in a fast scaling industry.
• Build product knowledge, clinical understanding and customer facing communication skill, which is what commercial readiness really means.
• Work with the field sales team so the customer gets one coordinated experience, sharing key insight, history and case detail.

Services

• Keep internal systems accurate and trustworthy, including Salesforce, Slack and the ERP system.
• Carry out remote service tasks and system software updates.
• Pick up additional responsibilities as leadership requires, which in a growing team is where the interesting work often appears.

How you will ramp up

You will not be expected to know everything on day one. Elucent provides a structured 12-week onboarding program covering the product, clinical environment and technical side of the role. Training includes hands-on sessions, live-call shadowing, case-support certification and opportunities to observe cases alongside the field team.

What you bring

Required

• Customer service experience.
• Positive, constructive communication, especially when the person on the other end is under pressure.
• Confidence navigating CRM databases.
• Comfort and speed picking up new technologies and processes.
• The ability to stay calm and professional when a situation is intense.
• A real commitment to sorting out what the customer needs.
• Self starter instincts, with experience developing or improving a process.

Preferred

• Bachelor's degree, highly preferred.
• A high level of troubleshooting experience.
• Medical device or related industry experience.
• Startup or small business experience.

The practicalities

This is an in person role in a professional office setting, not remote or hybrid.

Support hours run 6 am to 7 pm CST, Monday to Friday.

Ability to lift up to 40 pounds.

Occasional travel is required.

Is this you?

This suits someone who wants to get into medical devices and is willing to earn it by learning the product and the science properly. If you like being the person who stays calm when a call comes in hot, and you want a route toward the clinical and commercial side of the business, this is a strong first seat.

Benefits

Elucent Medical offers comprehensive health coverage, a retirement plan with company matching, generous paid time off and ongoing professional development. Full time employees receive:

• 401(k) with 4 percent company matching
• Health, dental and vision insurance
• Paid holidays, vacation days and sick days
• Short term and long term disability
• Life insurance
• Pet insurance
• Employee Assistance Programs

Equal opportunity

Elucent Medical provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Please note this job description is not designed to cover a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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