Medical Device Customer Service Representative

Moog Inc.; United States; Remote; USD 26,000 - 29,000; Full time

Benefits offered by this job

Bonus opportunities

401k matching

Health insurance

Flexible PTO

Tuition assistance

Job summary

Moog Inc.'s Medical Devices Group in Salt Lake City, UT seeks a Medical Device Customer Service Representative to manage orders, price disputes, and warranty inquiries in a fully remote role.

You will report to the Customer Service Supervisor and collaborate with sales, service, and engineering teams. The position offers in-person training when needed, with potential on-site support within commuting distance of SLC.

Qualifications

• High School Diploma or GED is required.
• 3+ years of customer service, call center, or similar experience.
• Experience with medical devices is a huge plus.
• Strong data entry and ERP/MS Office proficiency.
• Excellent communication and problem-solving abilities.

Responsibilities

• Process orders and service requests via phone, fax, or email and enter data into ERP.
• Generate order confirmations and manage delivery timelines.
• Support pricing disputes and coordinate returns/replacements.
• Escalate issues and provide warranty information and troubleshooting help.
• Log complaints in the system and assist sales with projects as needed.
• Transfer clinical support calls to the Clinical Help Desk.
• Ask probing questions to determine service needs and input data accurately.

Skills

Customer Service

Phone etiquette

Active listening

Data entry

ERP system

Microsoft Office

Problem solving

Education

High School Diploma or GED

Tools

ERP software

Microsoft Office

Job description

Medical Device Customer Service Representative

Reporting To: Supervisor, Service Customer Serv

Work Schedule: Fully Remote – Salt Lake City, UT

Moog Medical Devices Group designs, manufactures, and distributes industry-leading enteral feeding and infusion pumps. These advanced infusion systems improve medication/patient safety, optimize application performance, reduce medical expenses and SAVE LIVES.

Our Medical Devices team in Salt Lake City, UT is looking for a polished Customer Service professional to join their dynamic team. You will report directly to the Customer Service Supervisor and enjoy a very collaborative and flexible working environment. While we’re excited to offer this position as fully remote, the ideal candidate will also live within a commutable distance from our SLC facility to attend in-person training and provide periodic on-site support as needed.

Key Responsibilities

• Process customer orders and requests for product repair via phone/fax/email; enter all relevant info into the ERP/order entry system
• Generate and transmit order confirmations and manage customer expectations with regards to delivery timelines
• Support and initiate pricing dispute process
• Process product replacement orders, provide shipping labels and coordinate the return/replacement of items in a timely manner
• Support, address, research and escal(??) customer issues; respond to all inquiries/requests, report urgent complaints, investigate disputes, provide warranty info and trouble-shooting assistance where possible
• Provide additional support to customer service and sales colleagues as needed, assisting with projects, reporting and any customer-related issues as needed
• Troubleshooting
• Filter and transfer all clinical support calls to Clinical Help Desk
• Log all customer complaints into Complaint Handling System (QAD & Master Control)
• Ask probing questions to determine service needs and accurately input information into electronic systems.

Requirements

• High School Diploma or equivalency (GED) required
• 3+ years of related experience and/or training in customer service, call center, or similar role required
• Prior experience with medical devices a HUGE plus!
• Strong computer/technical skills with demonstrated competencies with data entry into an ERP (or similar) system and Microsoft Office applications.
• Meticulous attention to detail and superb problem-solving skills
• Exceptional customer service skills with strong phone etiquette, active listening and communication skills

Benefits

• Financial Rewards: Great compensation package, bonus opportunities, matching 401k and the ability to participate in Employee Stock Purchase Plan (select locations), Flexible Spending and Health Savings Accounts
• Work/Life Balance: Flexible paid time off, holidays and parental leave program
• Health & Wellbeing: Comprehensive insurance coverage including medical, dental, vision, life, disability, Employee Assistance Plan (EAP) and other supplemental benefit coverages
• Professional Skills Development: Tuition Assistance, mentorship and coaching opportunities, leadership development and other personal growth programs
• Collaborative and Welcoming Culture: Warm, respectful, family-like environment rooted in our 12 core values. Enhanced by multiple employee-led Employee Resource Groups, and various team-building activities, delivering a truly open and supportive workplace
• Additional site specific benefits may also be offered

Salary Range Transparency: Salt Lake City, UT $19.00–$21.00 Hourly

Salary Range Disclaimer

The base salary range represents the low and high end of the Moog salary range for this position in the given work location. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range(s) listed is just one component of Moog's total compensation package for employees. Other rewards may include annual bonuses, employee stock purchase plan, an open paid time off policy, and many region-specific benefits.

This position requires access to U.S. export-controlled information.

Moog offers an inclusive workplace, and, as such, affirms the right of every person to participate in all aspects of employment based on merit without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department via phone at 844-367-5787.

No unsolicited agency submittals please. Agency partners must be invited to participate in a search by our Talent Acquisition Team and have signed terms in place prior to any submittal. Absent compliance with these pre-conditions resumes submitted directly to any Moog Inc. employee or affiliate will not qualify for fee payment, and therefore become the property of Moog Inc.