Technical Service Representative (MedTech)

TL;DR

Technical Service Representative (MedTech): Managing the call intake portion of customer feedback and Returned Material Approval (RMA) processes with an accent on detailed documentation and solution tracking. Focus on troubleshooting basic device issues and coordinating logistics for repair and replacement requests.

Location: Must be based in Irvine, CA, United States

Compensation: $25 - $33 per hour

Company

hirify.global is a medical technology company specializing in noninvasive patient monitoring.

What you will do

• Document customer complaints, service requests, and feedback using Salesforce.com.
• Create and issue RMAs to customers and generate replacement orders in the ERP system.
• Follow up on repair/replacement orders and monitor customer shipments of reported material.
• Troubleshoot basic device and software-related issues to provide immediate solutions.
• Coordinate with internal teams to ensure timely resolution of customer issues.
• Escalate unresolved complex technical issues to Level 2 and Level 3 support.

Requirements

• Minimum 1 year of experience in a call center, customer support, or the medical industry.
• Proficiency in MS Office applications and general PC literacy.
• Must be based in Irvine, CA, United States.
• English: Proficiency in reading, writing, and speaking required.

Nice to have

• Experience with Salesforce.com or similar CRM applications.
• Experience utilizing ERP and Ordering Systems.
• Background working with global service providers of manufactured products.
• Ability to speak Spanish, French, and/or Portuguese.

Culture & Benefits

• Comprehensive health coverage including Medical, Dental, Vision, and Disability Insurance.
• Financial security through 401(k) and Life/AD&D insurance.
• Paid time off including Vacation, Sick leave, Holidays, and Paid Maternity Leave.
• On-site facilities: Wellness Clinic, Fitness Center, and Café.
• Additional perks: Flexible Spending Accounts, Pet Insurance, and Employee Assistance Program.