Customer Service Specialist, Technical

San Rafael, CA - (Onsite 2 to 3 days/week)

This is a technical, operations-focused customer service role supporting FDA-regulated robotic exoskeleton systems used in clinical rehabilitation and personal mobility.

The Customer Service Specialist serves as the central hub between customers, Field Service, Engineering, Clinical, Quality, Shipping/Receiving, and Finance. This individual owns customer cases from intake through resolution and ensures accurate documentation within Salesforce (SFDC) and ERP systems (Infor or equivalent).

The ideal candidate is technically inclined - preferably a former Field Service Engineer or technical support professional - who wants to transition into an office-based role while remaining deeply engaged in technical problem-solving.

• 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

• 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 (or equivalent CRM) to manage cases
• Ability to read and interpret technical documentation
• Proven ability to manage high call/email volume while maintaining documentation accuracy
• Strong cross‑functional communication skills

• Former Field Service Engineer transitioning to office-based role
• Experience supporting clinicians, rehab facilities, or medical end users
• Familiarity with RMAs, service orders, warranty validation, and complaint handling
• Exposure to PLM systems (Teamcenter or similar)

• Not a commission-based role
• Not remote

• Prolonged periods of time sitting or standing at a desk working on a computer.
• Ability to lift a minimum 25 pounds (at times or on a regular basis).