Digital Robotics Customer Support Specialist

Jobtailor; Massachusetts; On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor is seeking an experienced Customer Operations Specialist to manage the complete order lifecycle, from contract handoff through deployment and invoicing.

You will coordinate with multiple internal teams and external partners to ensure accurate data, on-time delivery, and compliant processes in a fast-paced environment.

Qualifications

• Bachelor’s degree in Business, Supply Chain Management, Operations, Analytics, Engineering, or related field preferred.
• Minimum of 2 years in customer service, order management, supply chain, logistics or related field.
• Experience supporting complex transactions with multiple stakeholders.
• Familiarity with end-to-end order-to-cash processes and ERP/CRM platforms.

Responsibilities

• Support the end-to-end customer order journey for capital equipment, robotic systems, and related products/services.
• Manage complex orders from contract handoff to delivery, installation, deployment, invoicing, revenue recognition, and post-delivery resolution.
• Coordinate with Sales, Marketing, Contract Management, Finance, Distribution, Transportation, Installation, Service, Quality, customers, and external partners.
• Review contracts and POs to identify risks and discrepancies.
• Handle invoicing and billing-plan activities aligned with milestones and service agreements.
• Support testing, training, launch readiness, and adoption of new systems and processes.

Skills

Order Management

Customer Service

Analytical Skills

Forecasting

Education

Bachelor's degree in Business/SCM/Operations/Analytics/Engineering

Tools

SAP

Microsoft Excel

PowerPoint

Reporting Tools

Job description

• Support the end-to-end customer order journey for capital equipment, robotic systems, and associated products and services
• Manage complex orders from contract handoff and order entry through delivery, installation, deployment, invoicing, revenue recognition, and post-delivery resolution
• Coordinate with Sales, Marketing, Contract Management, Finance, Distribution, Transportation, Installation, Service, Quality, customers, and external partners
• Review contracts, purchase orders, configurations, delivery conditions, site readiness, and customer data to identify risks and discrepancies
• Manage invoicing and billing-plan activities aligned with contractual milestones, placement models, service agreements, and internal controls
• Execute return orders and support asset retrieval, replacement, relocation, upgrades, and post-deployment resolutions
• Coordinate shipments, transportation, delivery appointments, installation, acceptance, training dependencies, and service readiness
• Monitor deployment milestones, communicate status and risks, and drive stakeholder follow-up during high-volume periods
• Maintain visibility and reconcile serial-number, location, inventory, system, accessory, asset, and customer records
• Support forecasting, business-continuity planning, launch readiness, and commercialization activities
• Build relationships across functions and sites and influence outcomes without direct authority
• Represent Customer Support Services in project meetings, deployment reviews, launches, process reviews, and working sessions
• Develop, maintain, and analyze operational reports and dashboards
• Identify trends, exceptions, and root causes and coordinate corrective or preventive actions
• Lead or support continuous-improvement initiatives
• Assess process, system, product-launch, configuration, and commercialization change requests
• Create and maintain standard operating procedures, work instructions, process maps, job aids, and business-process documentation
• Support testing, training, launch readiness, and adoption of new robotic systems, products, services, processes, tools, and system capabilities
• Maintain accurate records in accordance with procedures and regulatory requirements
• Execute transactions in compliance with quality-system requirements, SOX controls, segregation-of-duties requirements, audit guidance, and applicable regulations
• Identify and upscale product complaints, medical events, altered shipments, fraud concerns, deviations, and other quality or compliance events
• Support deviations, investigations, root-cause analysis, corrective actions, and process-control reviews
• Complete required training and reinforce adherence to procedures and service-quality standards

Requirements

• Minimum of a High School diploma required
• Bachelor’s degree in Business, Supply Chain Management, Operations, Analytics, Engineering, or a related field preferred
• Minimum of 2 years of relevant experience in customer service, order management, supply chain, logistics, contract administration, operations, or a related field
• Experience supporting complex transactions, projects, launches, or customer commitments involving multiple stakeholders
• Demonstrated analytical and problem-solving capability, including identifying trends, conducting root-cause analysis, and recommending improvements
• Working knowledge of end-to-end order-to-cash, product-flow, logistics, and customer-support processes
• Experience in a regulated industry and familiarity with Lean or continuous-improvement methods preferred
• Working knowledge of ERP and CRM platforms; SAP experience preferred
• Proficiency with Microsoft Office applications, including Excel and PowerPoint
• Experience with reporting or visualization tools preferred
• Strong analytical skills and ability to communicate actionable insights
• Excellent written and verbal communication skills
• Strong organizational skills and ability to manage competing priorities, deadlines, and high-impact customer commitments with moderate supervision
• Customer focus, attention to detail, accountability, and ability to work effectively in a fast-paced environment
• Ability to collaborate across functions and sites, facilitate problem solving, and influence outcomes without direct authority

Core Competencies

Demonstrates expertise in managing complex customer orders and coordinating cross-functional teams to ensure successful delivery and compliance with contractual obligations. Proficient in analytical problem-solving, process improvement, and maintaining operational excellence in a regulated environment.

Highest-signal resume keywords

• Order Management
• Customer Service
• Analytical Skills
• ERP and CRM Platforms
• Regulated Industry Experience

Hard Skills

• Order-To-Cash Process
• Logistics Management
• Root-Cause Analysis
• Continuous Improvement Methods
• Contract Administration
• Data Analysis
• Forecasting
• Business-Process Documentation
• Asset Management
• Invoicing and Billing

Soft Skills

• Communication Skills
• Organizational Skills
• Customer Focus
• Attention to Detail
• Collaboration

Industry Keywords

• Supply Chain Management
• Operations
• Contract Management
• Quality System Requirements
• SOX Controls

Tools & Technologies

• Microsoft Office
• Excel
• PowerPoint
• Reporting Tools
• Visualization Tools
• SAP