Customer Support Representative

 

Document Type: Job Description 

Position Title: Customer Support Representative  

Reports To: VP, Sales & Marketing   

Revised: 05/14/2025

Company Overview

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. 

Functional Description

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

Scope of Outcomes

The core responsibilities for this position include:

Serve as the main point of contact for assigned customer accountsBuild and maintain strong relationships, addressing customer needs and ensuring they receive high-quality support throughout their experienceAct as a key liaison between customers and the production team, ensuring accurate communication regarding repair status, timelines, and service needsCoordinate with internal teams to prioritize repairs and manage customer expectationsAchieve customer retention and performance goals by ensuring satisfaction and identifying opportunities to offer additional services and solutionsManage the coordination of equipment repairs and service transactionsWork closely with the production and logistics teams to ensure timely and efficient service deliveryAssist customers with inquiries, provide clear and helpful information and ensure their concerns are addressed quickly and effectivelyMaintain accurate records of customer interactions, service requests, and repair transactionsTrack progress and ensure timely follow-upsCollect and share customer feedback with internal teams to support continuous improvement in products and servicesUtilize the Salesforce system for timely documentation of all customer interactions and updatesQualifications

Required qualifications include: 

Proven experience in customer service and account managementA strong ability to build and maintain relationships while ensuring customer satisfactionExperience in meeting customer retention and sales performance goalsAbility to recognize customer needs and recommend appropriate solutionsExcellent verbal and written communication skillsAbility to explain information clearly to customersStrong collaboration skills, with experience working across teams, such as production, sales, and service teams, to ensure smooth customer transactionsAbility to manage multiple priorities and tasks effectively in a fast-paced environmentPreferred qualifications include: 

Experience in customer support or account management roleExperience with a digital CRM system. Salesforce preferred Familiarity with healthcare equipment or service-based environments Environmental and Physical Requirements

Ability to lift 75 poundsAbility to stand for long periods of timeAbility to travel, both domestically and internationally, for extended periods of timeDexterous ability to manipulate small objectsWilling to work standard and non-standard hours as required to support the customers
1st Shift

$30.0 - $34.0 Annual Salary