Regional Service Support Specialist I

Location: Sunnyvale, CA

Overview of position:

Professionally answer incoming calls, understanding the customer’s needs and their environment, to improve customer satisfaction at service support levels.  The accurate processing, in a CRM database, of Return Material Authorizations (RMA), part requests and complaints.  Understand processes and make recommendations to improve overall team efficiency.


  • In a professional manner, answer on average 50 incoming calls per day from customers, field service, sales and marketing representatives
  • Quickly become knowledgeable on policies, processes and procedures; as well as knowledge of products and pricing models
  • Process parts request orders from field engineers
  • Coordinate and/or dispatch service calls to field engineering and assign system installations
  • Responsible for entering, processing and tracking of all cases loaded into Clarify
  • Processing of service upgrades and warranty replacements
  • Weekly reporting to management on open RMAs, service calls and loaner scope program
  • Effectively manage workload including territory requests, aging of open RMAs and endoscope returns
  • Projects as assigned and general administrative functions


  • Minimum of 2 years’ experience in customer service environment, preferably within a medical device company
  • Strong work ethic, professionalism, quality, positive attitude and proactive approach to servicing customers
  • Possess a solid telephone skill-set and communicate in a professional manner
  • Strong computer skills, Clarify and SAP a plus
  • Experience working with field sales and field engineers
  • Ability to work independently in a fast paced environment with minimal supervision
  • In a team environment be flexible in providing phone coverage during your shift
  • Excellent communication skills and the ability to multi-task

To apply for this position, please send your resume to and the job title on the subject like.


You may also contact us at 408-247-8233.