Customer Support Representative

Job Description

Job Description

Position Title:

Revised: 05/14/2025

At Solutech, our mission is to ensure critical medical devices are always available to support the treatment and diagnosis of patients when they need it most. Our culture is driven by a shared commitment to making a positive impact—where a team of dedicated individuals goes above and beyond to make a real difference in people’s lives.

As part of our team, you'll have the unique opportunity to help shape the future of medical device services. If you want to be part of a team that’s truly making an impact in the healthcare industry, this is the perfect opportunity.

To make you a hero for your patients, we go the mile after the extra mile – We are the Solutionists of Solutech.

The Customer Support Representative will manage customer accounts, provide exceptional customer service, and act as the primary liaison between customers and our internal teams. You'll play a key part in ensuring smooth communication for repair transactions and supporting customer needs to drive satisfaction, retention, and engagement. No technical background is required, but a customer-first mindset and strong communication skills are essential.

The ideal candidate is organized, relationship-oriented, and motivated to help customers get the best possible service

The core responsibilities for this position include:

Serve as the main point of contact for assigned customer accounts

Build and maintain strong relationships, addressing customer needs and ensuring they receive high-quality support throughout their experience

Act as a key liaison between customers and the production team, ensuring accurate communication regarding repair status, timelines, and service needs

Coordinate with internal teams to prioritize repairs and manage customer expectations

Achieve customer retention and performance goals by ensuring satisfaction and identifying opportunities to offer additional services and solutions

Manage the coordination of equipment repairs and service transactions

Work closely with the production and logistics teams to ensure timely and efficient service delivery

Assist customers with inquiries, provide clear and helpful information and ensure their concerns are addressed quickly and effectively

Maintain accurate records of customer interactions, service requests, and repair transactions

Track progress and ensure timely follow-ups Collect and share customer feedback with internal teams of support continuous improvement in products and services

Utilize the Salesforce system for timely documentation of all customer interactions and updates

Required qualifications include:

Proven experience in customer service and account managementA strong ability to build and maintain relationships while ensuring customer satisfaction

Experience in meeting customer retention and sales performance goals

Ability to recognize customer needs and recommend appropriate solutions

Excellent verbal and written communication skills

Ability to explain information clearly to customers

Strong collaboration skills, with experience working across teams, such as production, sales, and service teams, to ensure smooth customer transactions

Ability to manage multiple priorities and tasks effectively in a fast-paced environment

Experience in customer support or account management role

Experience with a digital CRM system. Salesforce preferred

Familiarity with healthcare equipment or service-based environments

Ability to lift 30 pounds

Ability to stand for long periods of time Dexterous ability to manipulate small objects

Willing to work standard and non-standard hours as required to support the customers

1st shift