InMode Hiring for Technical Support Representative Job at Irvine, CA Full Time

Position: Technical Support Representative (Electronic/ Electro-mechanical, NOT an I*T role)

Department: Service

Location: Irvine, CA, Alton Prkwy

Company summary:

InMode is a leading global provider of innovative medical technologies which develops, manufactures, and markets devices harnessing novel radiofrequency (RF) technology. The company strives to enable new emerging Aesthetic and surgical procedures and improve existing treatments. By leveraging its medically-accepted, minimally-invasive RF technology for simultaneous subdermal adipose remodelling and skin tightening, InMode offers a comprehensive portfolio of products for plastic surgery, gynecology, dermatology, otolaryngology, and ophthalmology.

Position Summary:

This full-time Technical Support Representative will join the service team. Duties include but are not limited to: talking with customers over the phone to determine their specific hardware technical problem, documenting of errors/problems through our ERP system (QAD) and other platforms (Salesforce), as well as providing occasional system maintenance support (will be trained).

This role is mostly customer support/ customer service with some electromechanical technical work.Our Service team works on our Radio Frequency laser platforms that we sell to private practice doctors. When customers need help with a technical issues, they call our Service team for help troubleshooting and the support rep tries to troubleshoot the issues and works with the technicians if great help is needed. If the team (technical support with the technicians), cannot resolve the issues, we then drop ship the platform to our office for a technician to get into the device and solve. This role mostly talks with customers over the phone to determine their specific technical problem, documenting of errors/problems through our ERP system (QAD) and other platforms (Salesforce), as well as provides occasional system maintenance support.

It will be 95% Phone support with 5% hands on system services work.

Duties and Responsibilities:

• Troubleshoot equipment over the phone directly with our customers.
• Effectively manage a large quantity of incoming calls.
• Report errors and problems through our ERP system (QAD).
• Update and maintain our databases on a regular basis to ensure consistent and accurate data.
• Handle complaints, provide appropriate solutions and follow up to ensure resolution was met.
• Reading of schematics for troubleshooting purposes.
• Testing and light repair of medical devices per needs.
• Other duties or projects as assigned.

Qualifications:

• Associate’s Degree in Electronics/Engineering preferred.
• Minimum 1+ year experience of customer service.
• Basic understanding of circuit analysis, and basic working knowledge of electrical equipment required.
• Computer skills a must, with Microsoft Office (Word, Excel, Outlook).
• Must have excellent oral and written communication skills.
• Must possess great analytical and problem-solving skills.
• Excellent organizational skills, attention to detail, and multi-tasking capability.
• Strong team player a must.

Other Preferred Knowledge, Skills, and Abilities:

• Enterprise resource planning (ERP) experience is preferred, QAD.
• Customer service experience.
• Excellent phone etiquette.
• Medical device experience is a plus.
• Laser experience is a plus.

Job Type: Full-time

Pay: $21.00 – $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Irvine, CA 92618: Reliably commute or planning to relocate before starting work (Required)

Education:

• Associate (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: One location