Digital Robotics Customer Support Specialist

• Support the end-to-end customer order journey for capital equipment, robotic systems, and associated products and services
• Manage complex orders from contract handoff and order entry through delivery, installation, deployment, invoicing, revenue recognition, and post-delivery resolution
• Coordinate with Sales, Marketing, Contract Management, Finance, Distribution, Transportation, Installation, Service, Quality, customers, and external partners
• Review contracts, purchase orders, configurations, delivery conditions, site readiness, and customer data to identify risks and discrepancies
• Manage invoicing and billing-plan activities aligned with contractual milestones, placement models, service agreements, and internal controls
• Execute return orders and support asset retrieval, replacement, relocation, upgrades, and post-deployment resolutions
• Coordinate shipments, transportation, delivery appointments, installation, acceptance, training dependencies, and service readiness
• Monitor deployment milestones, communicate status and risks, and drive stakeholder follow-up during high-volume periods
• Maintain visibility and reconcile serial-number, location, inventory, system, accessory, asset, and customer records
• Support forecasting, business-continuity planning, launch readiness, and commercialization activities
• Build relationships across functions and sites and influence outcomes without direct authority
• Represent Customer Support Services in project meetings, deployment reviews, launches, process reviews, and working sessions
• Develop, maintain, and analyze operational reports and dashboards
• Identify trends, exceptions, and root causes and coordinate corrective or preventive actions
• Lead or support continuous-improvement initiatives
• Assess process, system, product-launch, configuration, and commercialization change requests
• Create and maintain standard operating procedures, work instructions, process maps, job aids, and business-process documentation
• Support testing, training, launch readiness, and adoption of new robotic systems, products, services, processes, tools, and system capabilities
• Maintain accurate records in accordance with procedures and regulatory requirements
• Execute transactions in compliance with quality-system requirements, SOX controls, segregation-of-duties requirements, audit guidance, and applicable regulations
• Identify and upscale product complaints, medical events, altered shipments, fraud concerns, deviations, and other quality or compliance events
• Support deviations, investigations, root-cause analysis, corrective actions, and process-control reviews
• Complete required training and reinforce adherence to procedures and service-quality standards

• Minimum of a High School diploma required
• Bachelor’s degree in Business, Supply Chain Management, Operations, Analytics, Engineering, or a related field preferred
• Minimum of 2 years of relevant experience in customer service, order management, supply chain, logistics, contract administration, operations, or a related field
• Experience supporting complex transactions, projects, launches, or customer commitments involving multiple stakeholders
• Demonstrated analytical and problem-solving capability, including identifying trends, conducting root-cause analysis, and recommending improvements
• Working knowledge of end-to-end order-to-cash, product-flow, logistics, and customer-support processes
• Experience in a regulated industry and familiarity with Lean or continuous-improvement methods preferred
• Working knowledge of ERP and CRM platforms; SAP experience preferred
• Proficiency with Microsoft Office applications, including Excel and Power Point
• Experience with reporting or visualization tools preferred
• Strong analytical skills and ability to communicate actionable insights
• Excellent written and verbal communication skills
• Strong organizational skills and ability to manage competing priorities, deadlines, and high-impact customer commitments with moderate supervision
• Customer focus, attention to detail, accountability, and ability to work effectively in a fast-paced environment
• Ability to collaborate across functions and sites, facilitate problem solving, and influence outcomes without direct authority

Demonstrates expertise in managing complex customer orders and coordinating cross-functional teams to ensure successful delivery and compliance with contractual obligations. Proficient in analytical problem-solving, process improvement, and maintaining operational excellence in a…