Technical Customer Support Specialist - Medical Devices

Myomo, Inc.; Burlington (MA); On-site; USD 36,000 - 39,000; Full time

Job summary

Myomo, Inc. in Burlington, MA is seeking a Technical Customer Support Specialist to manage customer support activities, process cases, and coordinate RMAs within the QMS.

You will be the central intake point, ensuring timely case creation and accurate documentation. The role emphasizes empathetic communication, troubleshooting, and collaboration with Service, Quality, and Engineering to resolve issues while maintaining FDA/ISO-compliant records.

Qualifications

• A customer-focused mindset with strong problem-solving abilities.
• Ownership and accountability for case resolution.
• Ability to prioritize and manage workload under time constraints.
• Cross-functional communication and collaboration.
• Process-driven with a continuous improvement mindset.

Responsibilities

• Serve as the primary point of contact for incoming customer communications.
• Create, triage, and manage Cases and RMAs within the QMS.
• Provide first-level troubleshooting for Myomo devices.
• Escalate complex issues to Service, Quality, or Engineering as appropriate.
• Document troubleshooting steps and outcomes in accordance with QMS.
• Initiate and manage RMA process including device intake coordination, shipping logistics and documentation.
• Track devices through the service workflow and provide status updates.
• Maintain accurate data entry in Arena.

Skills

Customer service skills

Problem-solving

Communication

Time management

Cross-functional collaboration

Documentation accuracy

Education

Associate or Bachelor’s degree in engineering/biomedical

Tools

Microsoft Office

Web-based systems

Job description

Myomo, Inc. in Burlington, MA is seeking a Technical Customer Support Specialist to manage customer support activities, process cases, and coordinate RMAs within the QMS.

You will be the central intake point, ensuring timely case creation and accurate documentation. The role emphasizes empathetic communication, troubleshooting, and collaboration with Service, Quality, and Engineering to resolve issues while maintaining FDA/ISO-compliant records.