RMA & Technical Support Specialist

Masimo Medical Technologies (Malaysia) Sdn. Bhd.; Irvine (CA); On-site; USD 34,440 - 45,460; Full time

Job summary

Masimo is hiring a Technical Support Representative in Irvine, CA to handle call intake for the customer feedback and RMA process. You will document interactions, create RMAs, and coordinate with internal teams to resolve issues while supporting both internal and external customers in a hospital setting.

The role requires 1+ year in customer support or medical industries, strong English communication skills, and proficiency with Salesforce and ERP systems.

Qualifications

• Minimum 1 year in call center or medical industry.
• Self-starter with minimal direction and hands-on approach.
• Strong results orientation and sense of urgency.
• Flexible to adapt to new environments.
• Team player who can switch gears to meet goals.
• PC literate and proficient with MS Office.
• Excellent English reading, writing and speaking.
• Preferred: Salesforce CRM experience.

Responsibilities

• Document customer complaints and service requests per Masimo QA.
• Enter feedback into Salesforce and other reporting systems.
• Create RMAs and ERP orders for replacements.
• Follow up on repair/replacement orders and shipments.
• Coordinate with internal teams to resolve issues promptly.
• Maintain knowledge of Masimo products and RMA processes.
• Troubleshoot basic device/software issues.
• Escalate unresolved issues to Level 2 & 3 support.
• Perform other duties as assigned.

Skills

Self-starter

Results oriented

Team player

English fluency

Education

Administrative degree or technical experience

Tools

Salesforce

ERP system

MS Office

Job description

Masimo is hiring a Technical Support Representative in Irvine, CA to handle call intake for the customer feedback and RMA process. You will document interactions, create RMAs, and coordinate with internal teams to resolve issues while supporting both internal and external customers in a hospital setting.

The role requires 1+ year in customer support or medical industries, strong English communication skills, and proficiency with Salesforce and ERP systems.