Customer Service Manager

About AMDI

Autonomous Medical Devices Incorporated (AMDI), headquartered in Santa Ana, California, brings together a world‑class team of engineers, scientists, clinicians, and manufacturing experts dedicated to advancing point‑of‑care diagnostics. From its ISO 13485‑certified, 110,000 sq ft facility, AMDI develops and manufactures innovative diagnostic systems leveraging breakthrough microfluidics, protein engineering, and cloud‑connected data solutions.

Our lead product, the Fast PCR System
, delivers molecular respiratory results (Flu A, Flu B, RSV, and COVID‑19) in under 10 minutes — purpose‑built for urgent‑care and office‑lab settings. The pipeline includes future assays, designed for CLIA‑waived environments, underscoring AMDI’s mission to deliver accurate results at the time of care.

At AMDI, we're seeking a hands‑on Customer Service Manager to build and lead AMDI’s customer support function, ensuring a best‑in‑class experience for clinicians, lab partners, and patients using AMDI’s diagnostic products and services. This role is equal parts hands‑on case leadership and builder—scaling support operations, managing escalations, and partnering cross‑functionally as AMDI transitions from R&D to full‑scale commercialization.

Location: This is an onsite position located at our Santa Ana, CA office. Candidates living within a 25‑mile range preferred.

• Implement and continuously improve end‑to‑end support workflows: intake, triage, escalation, resolution, documentation, and feedback loops—built for regulated diagnostics environment.
• Own day‑to‑day execution of customer support operations, including coverage schedules and peak‑volume planning.
• Establish clear service standards, case categorization, escalation pathways, and communication templates for consistent execution at scale.

• Handle complex and escalated cases related to ordering, sample logistics, results delivery, billing inquiries, and product/service issues—driving timely resolution.
• Coordinate cross‑functional resolution with Operations and Commercial leadership to remove blockers and protect customer experience.

• Partner closely with Quality/Regulatory to ensure complaint intake, documentation, escalation, and closure meet required standards and internal procedures.
• Ensure customer‑facing communications reflect professionalism, integrity, and regulatory compliance—especially when issues intersect with product performance, reporting, or patient‑impacting workflows.

• Recruit, train, coach, and manage a growing team of customer service representatives.
• Build a culture of customer focus, accountability, urgency, and continuous improvement.

• Maintain and grow knowledge bases, FAQs, scripts, and onboarding materials aligned to diagnostic workflows and common clinical questions.
• Build dashboards and operating metrics (response time, first‑contact resolution, reopen rate, complaint turnaround time) and drive action from the data.

• Support new account onboarding, training coordination, and early adoption—partnering with Commercial teams to accelerate time‑to‑value.
• Provide structured voice‑of‑customer feedback: trends, failure points, feature requests, and operational risks—recommended fixes included.

• Response:
  Speed to first response and time‑to‑resolution by case type.
• Quality of Resolution:
  First‑contact resolution, reopen rate, escalation rate, documentation completeness.
• Customer Outcomes:
  Customer Satisfaction and Net Promoter scores; and qualitative feedback trends.
• Complaint Execution:
  Complaint cycle time and on‑time closure in alignment with Quality processes.
• Operational Health:
  Backlog/aging, staffing coverage, and readiness to support launch growth.

• Bachelor’s degree preferred (life sciences, healthcare administration, business, or related) or equivalent experience.
• Minimum of 5 years in customer…