As a Customer Service Specialist, you will be responsible for managing transactions for our customers leveraging both NetSuite and SalesForce in support of our medical device technology. This role will be a critical interface for our customers and will collaborate with cross functional associates from Commercial, Engineering, Finance, Operations and Program Management. The ideal candidate will be a passionate self-starter who is excited to work in a rapidly developing organization. This role is expected to work onsite at our headquarters in Charlestown, MA.

Key Responsibilities:

• Function as the Order Administrator utilizing our NetSuite system. Key tasks include:
  • Actively monitor the electronic order mailbox
  • Enter orders into system
  • Manage order progress including questions/concerns as first line of contact
  • Help develop process for managing customer site inventory levels
• Function as the administrator for the RMA process including:
  • Process field RMA requests utilizing SalesForce (SFDC) platform
  • Oversee physical return process ensuring compliance to internal policy including quarantine & quality requirements
  • Assist in monthly meeting deliverables
• Manage Planned Site Activities leveraging SalesForce (SFDC) platform. This includes:
  • Site installs
    • Open/close site installation cases
    • Ensure related records are up to date
    • Coordinate with operations needed materials
  • Technical Service Bulletins (TSBs)
    • Ensure TSBs received are complete, information is useful for Field Service Engineers (FSEs) to execute
    • Ensure Materials are in-house prior to TSB release to field
    • Open/Close SFDC cases for TSB implementation
    • Track TSB thru closure
    • Submit TSB to TSB author for obsolescence in quality system
    • Manage and report out TSB implementation across sites
    • First point of contact for FSEs w/questions on TSBs
  • Manage site preventive maintenance schedule & cases
• Establish, develop, and maintain procedures and troubleshooting documentation
• Manage backorder process
• Phone support triage – assist alongside other customer service associates
• Other duties as assigned

Preferred Qualifications:

• Lives in Boston
• Four-year college degree preferred.
• Must be comfortable with basic software programs and Microsoft operating system. NetSuite and SaleForce experience a plus.
• Experience in healthcare, field service, engineering, biomedical, maintenance, customer service, electronics, electrical, technical work, and IT is beneficial for this position.
• Good written/verbal communication, organization, and prioritization skills
• Effective customer service skills and a positive attitude
• Self-motivation and ability to manage multiple deliverables
• Ability to learn on the job
• Enjoys working with diverse employee and customer populations
• Strong time management and attention to detail
• Interest in learning an engineering skillset or previous experience troubleshooting medical or mechanical devices is a strong plus

Target Salary Range: $52-$72K annually. Compensation to be determined based on experience.