Medical Device Technical Support Specialist

Myomo, Inc.; Burlington, Northern (MA, KY); Hybrid; USD 36,000 - 39,000; Full time

Job summary

Myomo, Inc. in Burlington, MA is hiring an Entry-Level Technical Customer Support Specialist.

The role focuses on managing customer support activities, processing cases and RMAs, and coordinating with Service, Quality, and Engineering teams to ensure timely case creation and accurate documentation. Ideal candidates bring 1–3 years in customer service or technical support, strong organizational skills, and proficiency with Microsoft Office and web-based systems.

Qualifications

• 1–3 years of customer service or technical support experience.
• Strong organizational skills with the ability to manage multiple cases simultaneously.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced, regulated environment.
• Thorough attention to detail and accuracy in documentation.
• Proficiency with Microsoft Office and web-based systems.

Responsibilities

• Serve as the primary point of contact for incoming customer communications (Phone, email, portals).
• Create, triage, and manage Cases and RMAs within the QMS (Arena or equivalent).
• Ensure all required data is captured accurately at intake (Device, issue, contacts, warranty status).
• Maintain ownership of case lifecycle from intake through closure or handoff.
• Provide first-level troubleshooting support for Myomo devices (Hardware, software, system configuration).
• Escalate complex issues to Service, Quality, or Engineering as appropriate.
• Support remote troubleshooting sessions with field staff, clinicians, and patients.
• Document troubleshooting steps and outcomes in accordance with QMS requirements.
• Initiate and manage RMA process including device intake coordination, shipping logistics and documentation, and work order alignment with the Service team.
• Track devices through the service workflow and provide status updates to stakeholders.
• Partner closely with Service team to prioritize and expedite repairs when needed.
• Ensure all activities comply with FDA, ISO, and internal QMS procedures.
• Support complaint handling, adverse event reporting, and documentation requirements.
• Maintain accurate and audit-ready records for all cases and RMAs.
• Follow and help improve SOPs and Work Instructions.
• Maintain accurate data entry and case documentation within Arena.
• Generate reports on case volume, turnaround time (TAT), and trends.
• Identify recurring issues and support root cause analysis efforts.
• Contribute to process improvements to enhance efficiency, scalability, and customer experience.
• Support internal communication of case status and key updates.

Skills

Customer service

Technical support

Documentation accuracy

Time management

Cross-functional collaboration

Education

Associate or Bachelor's degree in engineering, Biomedical, or related field

Tools

Arena

Microsoft Office

Job description

Myomo, Inc. in Burlington, MA is hiring an Entry-Level Technical Customer Support Specialist.

The role focuses on managing customer support activities, processing cases and RMAs, and coordinating with Service, Quality, and Engineering teams to ensure timely case creation and accurate documentation. Ideal candidates bring 1–3 years in customer service or technical support, strong organizational skills, and proficiency with Microsoft Office and web-based systems.