Tech Customer Support Specialist, Medical Devices (Onsite)

Ekso Bionics, Inc.; San Rafael (CA); Presencial; USD 65.000 - 95.000; Tempo integral

Resumo da vaga

Ekso Bionics, Inc. in San Rafael, CA is seeking a Customer Service Specialist to serve as the central hub for a technical, FDA-regulated robotic exoskeleton systems support team.

This onsite role coordinates with Field Service, Engineering, Clinical, Quality, Shipping, and Finance, managing cases from intake to resolution within Salesforce and ERP systems. The ideal candidate will have 3+ years in technical customer service or support, hands-on Salesforce experience, and familiarity with ERP

Qualificações

• 3+ years in a technical customer service, field service, or product support role.
• Experience in medical device, capital equipment, or regulated environment strongly preferred.
• Hands-on experience using Salesforce (SFDC) to manage cases.
• Experience using ERP systems (Infor, SAP, Oracle, etc.)

Responsabilidades

• Serve as primary point of contact for customer support calls and emails
• Intake, triage, and document all cases in Salesforce (SFDC)
• Coordinate service logistics including RMA creation, shipment tracking, loaner management, and repair flow
• Communicate technical information clearly to clinicians and end users
• Interface cross-functionally with Engineering, Quality, Clinical, Sales, and Service Technicians
• Document complaints in accordance with Quality Management System (QMS) requirements
• Support billing, warranty validation, and service contract review within ERP (Infor or equivalent)
• Track case milestones from receipt through repair completion and return shipment
• Escalate technical issues appropriately and follow through to closure
• Maintain detailed, audit-ready documentation

Conhecimentos

Technical customer service

Cross-functional communication

Salesforce experience

ERP systems proficiency

Technical documentation reading

Ferramentas

Salesforce

Infor/SAP/Oracle ERP

Descrição da vaga

Ekso Bionics, Inc. in San Rafael, CA is seeking a Customer Service Specialist to serve as the central hub for a technical, FDA-regulated robotic exoskeleton systems support team.

This onsite role coordinates with Field Service, Engineering, Clinical, Quality, Shipping, and Finance, managing cases from intake to resolution within Salesforce and ERP systems. The ideal candidate will have 3+ years in technical customer service or support, hands-on Salesforce experience, and familiarity with ERP