Customer Success Support Specialist at Murata Electronics North America Woodbury, MN

Overview

Murata is a global leader in the design, manufacture and supply of advanced electronic materials, leading edge electronic components, and multi-functional, high-density modules. Murata innovations are used across mobile devices, home appliances, automotive applications, energy management systems, and healthcare devices.

Role:
Customer Success Support Specialist. This position supports existing and new customers by serving as the primary Help Desk contact during core business hours (Monday – Friday, 9:00 AM – 5:30 PM CST). The role partners with Sales, Customer Success, Marketing, and Technical teams to drive customer adoption, retention, and satisfaction. Responsibilities include documenting customer issues, RMAs, and potential complaints in alignment with applicable Quality and Regulatory requirements.

Workplace Policy:
Hybrid from Woodbury, MN.

• Serve as the primary Help Desk contact during business hours, manage inbound phone calls and emails.
• Generate Jira tickets and document customer interactions thoroughly.
• Provide level one troubleshooting and resolution prior to escalation; route complex issues to technical operations, Engineering, or other internal teams using defined escalation pathways.
• Provide customer escalation support, proactive follow-up to confirm resolution, and maintain high customer satisfaction.
• Monitor customer health indicators, identify pain points and adoption risks, and coordinate mitigation plans with the Customer Success Manager and Sales team.
• Deliver continuous education through best practices, tips, proactive outreach, and customer training activities to improve utilization and outcomes.
• Support training content and program administration, including Vios University maintenance and participation in customer education efforts as needed.
• Collaborate with Marketing to capture Voice-of-Customer insights and translate field feedback into actionable themes.
• Participate in cross-functional reviews of customer issues, usability trends, and release readiness to ensure learning is reflected in product updates and communications.
• Coordinate with product, engineering, marketing, and technical teams to align knowledge base content, customer messaging, and change-impact guidance.
• Identify and report potential customer complaints per company SOPs for timely intake, documentation, and escalation to quality/regulatory as required.
• Maintain audit-ready records in Jira, including customer communications, troubleshooting steps, outcomes, and required complaint-handling information.

• Support complaint trending by identifying recurring issues and contributing to root cause investigations and CAPA processes where applicable.
• Comply with quality system documentation practices and training requirements for regulated medical device operations, including FDA and ISO expectations.
• Support RMAs processing and coordinate follow-up to improve service visibility, turnaround time, and communication regarding replacements and returns.
• Assist with monthly usage reporting and customer requests to support adoption, renewal, and expansion discussions.
• Provide project coordination support in Asana and related systems, including task tracking and timelines.
• Maintain scheduling flexibility to cover peak volume, PTO, or absences; adjust hours within agreed guidelines.
• Shadow and learn broader Customer Success workflows to serve as a backup for key responsibilities and ensure continuity of support.
• Perform other job-related responsibilities as needed.

• Bachelor’s degree in Business, Healthcare, Communications, Life Sciences, or related field is required; equivalent combination of education and direct relevant experience may be considered.
• 2+ years of experience in customer service, customer success, help desk, or another customer-facing role.
• Demonstrated ability to troubleshoot, prioritize, and manage multiple concurrent issues while meeting deadlines and maintaining quality documentation.
• Strong verbal and written communication skills with the ability to provide clear instructions…